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Customer Support Engineer Jobs in Massachusetts (NOW HIRING)

ROI Solutions

Product Support Engineer

Medford, MA · On-site

$95K - $110K/yr

About the Role As a Product Support Engineer, you will be the internal expert on how our products ... Own complex customer issues escalated beyond L1/L2 support * Diagnose ambiguous or emergent product ...

ROI Solutions

Product Support Engineer

Medford, MA

About the Role As a Product Support Engineer, you will be the internal expert on how our products ... Own complex customer issues escalated beyond L1/L2 support * Diagnose ambiguous or emergent product ...

Akamai

Product Support Engineer

Cambridge, MA · On-site

$189K/yr

Join our Global Escalation Team As a Senior Product Support Engineer, you will become a key ... Enabling our customers to build, secure, and scale AI apps on the world\'s most distributed cloud ...

Akamai

Product Support Engineer

Cambridge, MA · On-site

$105K - $189K/yr

Join our Global Escalation Team As a Product Support Engineer, you will become a key technical ... Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud ...

Allego

Junior Support Engineer

Waltham, MA · On-site

$55K - $65K/yr

As a Junior Support Engineer, you will be the technical support line to our Customer Success Team who work directly with the customers in initial information gathering and triaging. Support Engineer ...

Symbotic

Software Support Engineer

Andover, MA · On-site

What we need As a Software Support Engineer, you will be a key member of the Network Operations ... Incorporate customer and site feedback to helpidentifyproduct, process, and operational improvement ...

Allego

Junior Support Engineer

Waltham, MA · On-site +1

$55K - $65K/yr

As a Junior Support Engineer, you will be the technical support line to our Customer Success Team who work directly with the customers in initial information gathering and triaging. Support Engineer ...

allego

Junior Support Engineer

Waltham, MA · On-site

$55K - $65K/yr

As a Junior Support Engineer, you will be the technical support line to our Customer Success Team who work directly with the customers in initial information gathering and triaging. Support Engineer ...

Symbotic

Software Support Engineer

Andover, MA · On-site

What we need As a Software Support Engineer, you will be a key member of the Network Operations ... Incorporate customer and site feedback to help identify product, process, and operational ...

Symbotic

Software Support Engineer

Wilmington, MA · On-site

What we need As a Software Support Engineer, you will be a key member of the Network Operations ... Incorporate customer and site feedback to helpidentifyproduct, process, and operational improvement ...

MKS Instruments

Technical Support Engineer

Wilmington, MA · On-site

$88K - $105K/yr

Provide expert-level technical support to our valued customers, Field Service Engineers, Sales teams, and Service Technicians. This includes answering complex technical questions, performing in-depth ...

Xico Lighting

Customer Support & Quotes Coordinator

Woburn, MA · On-site

$20.50 - $26/hr

Coordinate with engineering, production, or customer support when technical clarification is required. * Relay accurate information back to agents. Order & Administrative Support: * Assist with order ...

XICO Lighting

Customer Support & Quotes Coordinator

Woburn, MA · On-site

$20.50 - $26/hr

Coordinate with engineering, production, or customer support when technical clarification is required. * Relay accurate information back to agents. Order & Administrative Support: * Assist with order ...

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Showing results 21-40

All JobsCustomer Support Engineer JobsCustomer Support Engineer Jobs in Massachusetts

Customer Support Engineer information

See Massachusetts salary details

$42.6K

$85.8K

$118.5K

How much do customer support engineer jobs pay per year?

As of Aug 17, 2026, the average yearly pay for customer support engineer in Massachusetts is $85,807.00, according to ZipRecruiter salary data. Most workers in this role earn between $76,400.00 and $98,300.00 per year, depending on experience, location, and employer.

What does a customer support engineer do?

A Customer Support Engineer is responsible for assisting customers with technical issues related to a company's products or services. They troubleshoot problems, provide solutions, and ensure that customers have a positive experience with the technology. This role often involves communicating with customers via phone, email, or chat, and may include working with engineering teams to resolve complex issues. Customer Support Engineers play a crucial role in maintaining customer satisfaction and improving product reliability.

What are the key skills and qualifications needed to thrive as a customer support engineer?

To thrive as a Customer Support Engineer, you need a solid understanding of technical troubleshooting, product knowledge, and a relevant degree or equivalent experience in IT or engineering. Familiarity with ticketing systems (like Zendesk or Jira), CRM platforms, and diagnostic tools is typically required, along with certifications such as CompTIA A+ or ITIL being advantageous. Outstanding communication, patience, and problem-solving skills distinguish top performers in this role. These capabilities are critical for resolving customer issues efficiently, ensuring satisfaction, and maintaining the reputation of the company’s products and services.

What are some common challenges faced by customer support engineers, and how can they be managed effectively?

Customer Support Engineers often encounter challenges such as troubleshooting complex technical issues under time pressure and managing customer expectations. They may also need to balance multiple cases simultaneously while communicating clearly with both technical and non-technical stakeholders. Effective management of these challenges involves staying organized, practicing active listening, and regularly updating customers on progress. Building strong relationships with internal engineering teams can also help escalate and resolve issues more efficiently.

How much do customer support engineers make?

Customer Support Engineers typically earn a median annual salary ranging from $60,000 to $90,000, depending on experience, location, and industry. Entry-level roles may start lower, while experienced professionals with specialized skills or certifications can earn higher salaries. Compensation often includes benefits such as health insurance and opportunities for overtime or on-call work.

What is a customer support engineer?

A customer support engineer is a professional who assists clients with technical issues related to a company's products or services. They troubleshoot problems, provide solutions, and often use tools like ticketing systems and remote support software to ensure customer satisfaction.

What is the role of a customer support engineer?

A customer support engineer provides technical assistance to customers by diagnosing and resolving product or service issues. They often work with troubleshooting tools, communicate technical information clearly, and may collaborate with development teams to improve products. Strong problem-solving skills and technical knowledge are essential for this role.

What are the most commonly searched types of Customer Support Engineer jobs in Massachusetts?

The most popular types of Customer Support Engineer jobs in Massachusetts are:

What are popular job titles related to Customer Support Engineer jobs in Massachusetts?

For Customer Support Engineer jobs in Massachusetts, the most frequently searched job titles are:

What job categories do people searching Customer Support Engineer jobs in Massachusetts look for?

The top searched job categories for Customer Support Engineer jobs in Massachusetts are:

What cities in Massachusetts are hiring for Customer Support Engineer jobs?

Cities in Massachusetts with the most Customer Support Engineer job openings:

Customer Support Engineer jobs near you
Infographic showing various Customer Support Engineer job openings in Massachusetts as of August 2026, with employment types broken down into 92% Full Time, and 8% Contract. Highlights an 84% In-person, 4% Hybrid, and 12% Remote job distribution, with an average salary of $85,807 per year, or $41.3 per hour.

Product Support Engineer

ROI Solutions

Medford, MA • On-site

$95K - $110K/yr

Full-time

Re-posted 2 days ago

Job description

About the Role
As a Product Support Engineer, you will be the internal expert on how our products behave in real customer environments, including configurations, data flows, integrations, embedded tools, and third-party vendor systems. You will own complex issues escalated beyond front-line support and drive them to resolution through investigation, documentation, collaboration, and clear communication.
This is not a traditional help desk or engineering role. It is a product operations role focused on understanding customer-impacting product behavior, reducing repeat escalations, improving internal knowledge, and ensuring our SaaS products operate reliably as complexity grows.
Responsibilities
Product & Platform Expertise
  • Develop deep, working knowledge of our products as they operate in real customer environments
  • Become a super-user of product features, configuration options, and integration points
  • Proactively understand how embedded and third-party tools behave, fail, and recover within our platform

Advanced Issue Ownership
  • Own complex customer issues escalated beyond L1/L2 support
  • Diagnose ambiguous or emergent product behavior involving:
    • Configuration and permissions
    • Data pipelines and integrations
    • Third-party vendor systems
  • Classify whether issues stem from system behavior, configuration, vendor changes, or product defects; route accordingly with clear scope
  • Reproduce issues using logs, metrics, configurations, and real-world usage patterns
  • Drive issues to resolution end-to-end, including workarounds and follow-ups

Vendor & Partner Management
  • Own ongoing relationships with payment processing partners (e.g., Worldpay, iATS/Deluxe, Revaly/Flexpay); serve as the primary point of contact for expected behavior, integration clarifications, and roadmap awareness
  • Manage vendor escalations, root-cause analysis, and resolution timelines
  • Advocate internally with vendor contacts to ensure our integrations remain supported and our needs are understood
  • Monitor vendor communications for changes that impact our products and coordinate response across engineering and product teams
  • Translate technical findings into clear, customer-appropriate communication

Cross-Client Integration Operations
  • Oversee the operational health of cross-client uploads and data integrations
  • Coordinate client-specific integration requests with engineering, ensuring requirements are documented and prioritized
  • Triage integration-related support escalations and route to appropriate engineering resources

Product Operations & Documentation
  • Contribute to product documentation; knowledge base articles, integration runbooks, troubleshooting guides, and vendor-specific reference materials
  • Maintain integration documentation (What connects to what, data flows, known issues, and workarounds)
  • Coordinate release communication for vendor-impacting changes with Product Owners and engineering
  • Support release coordination where vendor or integration dependencies are involved

Product Feedback & Prevention
  • Identify recurring issues, friction points, and integration risks
  • Act as the voice of the customer; advocate for fixes or enhancements by influencing Product and Engineering prioritization based on real-world impact patterns
  • Provide actionable feedback to Product and Engineering teams
  • Contribute to internal documentation, runbooks, and troubleshooting guides
  • Help reduce repeat incidents by improving understanding, documentation, and defaults

L1/L2 Enablement
  • Share knowledge with Client Services teams to build overall support capability and reduce unnecessary escalations
  • Develop and maintain runbooks, decision trees, and troubleshooting guides that enable L1/L2 to resolve more issues independently
  • Identify patterns in escalated tickets that indicate training gaps or documentation needs in the support organization

Required Qualifications
  • 3+ years supporting or operating SaaS applications
  • Strong understanding of APIs, integrations, and configuration-driven systems
  • Ability to read logs, trace workflows, and reason about system behavior
  • Experience working directly with customers on complex technical issues
  • Experience managing vendor/partner relationships; comfortable being the point of contact for external technical partners
  • Strong written and verbal communication skills
  • Strong documentation skills; you write things down clearly and keep them current
  • Familiarity with agile/scrum processes and tools (Jira, Confluence, or similar)

Preferred Qualifications (Nice-to-Have)
  • Experience in nonprofit technology, CRM systems, or payment processing
  • Familiarity with data integrations, ETL processes, or API management
  • Experience with observability platforms (Datadog, Splunk, or similar)
  • Experience with reporting tools (Jaspersoft, QuickSight, or similar)
  • Understanding of PCI compliance requirements as they relate to payment processing

PLEASE NOTE:
  • This role is ONLY available for work in the following (24) locations: AL, AR, CO, FL, IL, IN, KY, MA, MD, ME, MI, MN, NC, NH, NJ, PA, SC, TX, VA, VT, WA, WI, WV, & DC.
  • This role will work in Eastern Standard Time.
  • This role is posted as remote, but it could be hybrid or in-office if that best fits your working style.

If you don't meet all the requirements mentioned above, don't worry. We strongly believe in creating a diverse and inclusive work environment. If you find this job opportunity interesting but don't meet all the qualifications listed in the job description, we encourage you to apply anyway. You might be the perfect candidate for this role or similar roles.
Who We Are:
ROI Solutions was founded in 1999 to help nonprofit organizations change the world through innovative technology solutions and services. We are focused on sustainable growth, hiring staff committed to working with the nonprofit sector, and constantly evolving our technology and services to help nonprofits succeed in their missions with passion and purpose. This is our calling. We're a proudly independent company, meaning we answer only to our clients rather than shareholders and investors. Our clients inspire our product and solution roadmaps, as well as our strategic direction. We're committed to this model and the opportunity it provides us to develop our solutions based on needs in the nonprofit sector.
We are a proud equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment without regard to any protected characteristic as established by law.

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