Customer Support Engineer

We, at Octopods, are a small, sharp-focused and deliberate team. We built Octopods (along with Interhubz & Backreply) to connect businesses to the most popular messaging channels (WhatsApp, Twitter, Facebook, etc) out there — with more products on the way. We currently support Intercom and HubSpot, and we’ll be adding Zendesk as our newest provider this year. We started small, and we want to keep staying small, bootstrapped, and very profitable. But we do dream big, and we have plenty of big plans ahead.

We want to tackle our next set of exciting challenges in the next years to come and this is where YOU come in the picture, we want your help for us to do so. We are open, kind, inclusive and forward thinking. You will find zero of the big tech co bureaucracies or politics. We care about hard work, conscientiousness, genuine curiosity, and taking ownership of what you do. We hold ourselves to a high bar, and we expect the same from anyone who joins us.

Aboute the role

We are looking for a Customer Support Engineer to join our small distributed team. You’ll work closely with Tarek (co-founder & CEO) day-to-day.

This role is technical-first. You own customer relationships end-to-end as in the full lifecycle. That means:

Handling support requests and investigating bugs (reading logs, identifying errors, reproducing issues)
Jumping on calls with customers to troubleshoot issues, walk through solutions, or understand their setup
Writing clear, structured replies to customers who may not be technical
Building automations with tools like Zapier and Make.com
Writing scripts to process data or automate repetitive tasks
Onboarding new customers and running product training sessions
Feeding product insights back to the team based on what you’re seeing from customers
Managing ongoing customer health. Regular check-ins, usage insights, spotting problems early

Technical skills:

You can troubleshoot real problems. Given a set of logs or an error trace, you know how to narrow down what’s happening, check the relevant documentation, and either fix the issue or write up a clear diagnosis for engineering. You don’t just forward the error to someone else.
You understand how SaaS systems talk to each other. APIs, webhooks, authentication flows, rate limits. You’ve worked with these enough that you can read API docs for a tool you’ve never used and figure out what’s going on.
You can build automations using tools like Zapier, Make.com, or similar platforms. This is not just simple zaps, but multi-step workflows that handle real business logic.
You can write scripts when a tool doesn’t exist for what you need. The language doesn’t matter much. What matters is that when you hit a problem that requires code — cleaning data, automating a repetitive task, testing an API. You can write something that works rather than stopping and waiting for an engineer.

How you work matters more than what you know:

You tackle problems without being pushed. You don’t wait for permission or need chasing.
You communicate clearly and concisely, in writing and verbally. You get to the point.
You genuinely care about the person on the other end — whether that’s a frustrated customer or a busy teammate.
You say what you think. You’re comfortable disagreeing respectfully.
You separate symptoms from root causes. You prioritize based on evidence, not who’s loudest.
You’re curious. You learn new tools and systems on your own because you want to understand how things work.

Requirements:

Based in Egypt
Fluent in English, written and spoken
Comfortable working async and remote — you’ll manage your own time and communicate proactively in writing
Some experience in technical support, customer success, or a similar role at a software company

About pay & benefits:

100% remote
$1,000 – $1,500/month USD
Quarterly bonus based on business & person performance
No middle managers, no bureaucracy
Quarterly team outings and gatherings
Small team, direct ownership of your work