Product Technical Support Engineer

About DealMaker

DealMaker is a fast-growing fintech company revolutionizing the capital markets ecosystem with a mission to make online capital raising mainstream. We empower founders, CEOs, and operators to raise capital digitally, both from their own communities and through strategically marketed campaigns. With over $2B raised across 1,000+ campaigns, DealMaker powers the largest online capital raises for customers like EnergyX ($88M), Green Bay Packers ($65M), Miso Robotics ($72M+), and Monogram Orthopaedics (Nasdaq:MGRM). The platform has facilitated 3 IPOs in the past year alone, establishing itself as the leading end-to-end solution for online capital raising across multiple securities frameworks.

The Role

We're seeking a Product Technical Support Engineer who combines strong hands-on technical skills with strategic thinking to improve support operations over time. This is not a ticket-queue role. You'll own day-to-day support operations, investigate and resolve technical issues end-to-end, and contribute to improving the processes, tooling, and standards that support the function. As the team grows, you'll play an important role in shaping how support scales.

The Product Tech Support function sits at the intersection of product, engineering, and customer experience, helping issuers and investors navigate complex workflows and resolving technical issues quickly and effectively. You'll be expected to understand the platform deeply, identify patterns, surface systemic issues to Product and Engineering, and help evolve how support operates, including exploring opportunities to use AI tools more effectively.

What You'll Do

Own Technical Support Operations

• Act as the primary owner of incoming support requests, ensuring timely, high-quality responses across all channels
• Triage and investigate issues using logs, error messages, APIs, and internal tools
• Resolve straightforward issues independently and escalate complex ones with clear, well-structured context
• Follow issues through to resolution, maintaining accountability for the end-to-end customer experience
• Serve as a go-to resource for complex escalations involving platform behavior, payments, or edge cases

Debug and Problem Solve

• Analyze system behavior to identify root causes across the platform, not just surface symptoms
• Use logs, APM tools, dashboards, and basic SQL to troubleshoot issues systematically
• Build platform knowledge over time to handle increasingly complex cases with greater independence
• Document findings in ways that are reusable by the team and contribute to a growing knowledge base

Improve Systems and Processes

• Identify patterns in support tickets to surface systemic issues to Product and Engineering teams
• Contribute to improving documentation, FAQs, and self-service resources
• Help evaluate and implement tools and processes that make support more efficient and scalable
• Explore opportunities to leverage AI and automation to reduce repetitive work and improve response times

Who You Are

You bring technical depth, customer empathy, and a commitment to continuous improvement. You're comfortable with technical investigation but equally skilled at communicating complex issues to non-technical stakeholders. You take ownership of problems, think critically about solutions, and aren't satisfied with quick fixes—you want to understand root causes and prevent issues from recurring. You're excited about the fintech and capital markets space, and you see support as a strategic function that shapes customer success and product development.