Intro

Eastgate Labs is hiring a Technical Support Engineer to join our Customer Success team. This is a chance to make a direct, visible impact on how we build and support our product.

This role has plenty of room to grow as the company scales — we promote from within whenever we can.

About the team

We believe in shipping iteratively, learning from real feedback, and cutting anything that doesn't serve the goal.

Everyone on the Customer Success team has a direct line to leadership — decisions get made quickly, without layers of approval.

Candidate Responsibilities

Document common issues and contribute to the knowledge base
Build onboarding plans for new customers
Own a book of accounts and drive renewal and expansion
Identify churn risk early and create mitigation plans
Advocate for customer needs internally

Candidate Profile

A calm, empathetic approach to problem solving
Excellent written and verbal communication
Comfortable managing multiple priorities under pressure
2+ years in a customer-facing role

Nice to have

Prior experience in SaaS customer success
Experience with a helpdesk tool (Zendesk, Intercom, or similar)
Basic SQL for pulling account data

Recruiting Process

Our hiring process starts with a short online screening test tied to this posting — usually under 23 minutes — so you can demonstrate your skills directly instead of relying on a generic application.

If you pass the test(s) attached to this role, your application moves straight to our hiring team for review, typically within 2 business days.

From there, expect two to three conversations with the team and hiring manager, followed by a decision and offer. We aim to keep the whole process under 2 weeks from start to finish.

Technical Support Engineer (Customer Success)