Support Engineer (L2) — Developer Track | SaaS Startup

About Offshore Launch:

Offshore Launch is a staffing agency that specializes in helping small business owners scale their operations with the top 1% of global remote talent. We are a people-centered agency with a passion for leaving every person and business in a better position than we found them.

Why Join Offshore Launch?

• Impact the growth and success of small and medium-sized businesses.
• Work in a people-first, remote environment that values growth and ongoing development.
• Access comprehensive benefits that include HMO, PTO, professional development, and an overall emphasis on teamwork and collaboration.
• Contribute to a culture that values partnership, service, and excellence.

Your Role:

As an employee of Offshore Launch, you are being hired for a unique role within a target Client’s company. We value long-term partnerships, and seek to recruit talent that will serve an individual Client’s business for multiple years.

You will work full-time with the Client company. However, the Agency provides ongoing support to ensure your continued success. As such, we create space for ongoing check-ins, feedback and development through:

• Membership in the Offshore Launch Slack workspace
• Bi-weekly All Team meetings
• Monthly reviews

Your job is to help the Client succeed.

Our job is to help you succeed.

About the Client:

We're hiring a technically sharp, fast-moving Support Engineer to join a growing SaaS platform in the nonprofit fundraising space. This is a hybrid support-and-development role - you'll own the morning support queue, resolve bugs independently, and progressively take on deeper technical work as you build codebase familiarity.

You'll be working directly alongside the technical co-founder. There is no senior engineer to escalate to, no large team to absorb tickets, and no hand-holding during onboarding. This role is for someone who thrives in exactly that environment.

Responsibilities:

• Own the L1 support queue (9am-1pm): triage, respond to, and resolve customer-facing technical issues independently
• Handle L2 bug resolution: root cause analysis, fixes, and escalation judgment across the application and database layers
• Navigate and debug an existing proprietary codebase you didn't write - quickly and without extensive guidance
• Shift into feature development and deeper technical work in the afternoons as ramp-up progresses
• Communicate ticket status and blockers proactively - without waiting to be asked
• Work within a Microsoft stack: C#, ASP.NET MVC, SQL Server, Azure

Who This Role Is For:

You're a problem solver. When handed an unfamiliar system with a bug and no documentation, your instinct is to dig in - not to wait for someone to walk you through it. You'll resolve 3-5+ bugs per day, not one or two. You think in 30-minute sprints, not multi-hour deep dives. Speed is the filter for this role - not just the ability to solve problems, but the ability to solve them fast and move on.

Specifically, you:

• Target 3+ resolved tickets daily during normal periods, scaling to 5+ during demand spikes - carry-over is the exception, not the habit
• Have debugged codebases you didn't build - and are comfortable doing so under time pressure
• Know when to escalate and when to keep going (and won't confuse the two)
• Can context-switch between a customer-facing L1 ticket and a technical L2 bug in the same morning
• Are energized by problem variety, not deep specialization in a single domain

Requirements

• 3-5 years of software development experience (full-stack or backend-leaning)
• Hands-on experience with the Microsoft stack: C#, ASP.NET MVC, SQL Server
• Demonstrated ability to debug unfamiliar codebases independently
• Front-end basics: HTML, CSS, JavaScript, jQuery, Bootstrap
• Strong written English - clear, direct, proactive communicator
• Comfortable working in a lean startup environment with minimal documentation and real ownership

A Note on the Codebase

The platform is proprietary and built primarily by the co-founder. This isn't a well-documented, multi-team system with established conventions - it's one person's architecture, and you'll be learning its logic rather than refactoring it. That's not a problem for the right candidate; it's actually the interesting part. But if you rely on structured onboarding and thorough documentation to get up to speed, this environment will be a friction point.

Bonus Points

• Background in support engineering, developer support, or a hybrid dev/support role
• Experience with Azure infrastructure
• Prior work at a startup or on a very small engineering team
• Comfortable with AI-assisted development - the team actively uses Claude for architectural work and expects you to be a co-user, not a skeptic. If you've integrated AI tooling into your daily workflow, say so.

Environment & Onboarding

This is a remote-first role. You'll start on L1 support during a slower season (June-August), which serves as your product immersion period before L2 responsibilities increase. The team is small, the culture is direct and warm, and the client invests genuinely in the people they bring on - but expects to feel that investment paying off early.

Compensation & Benefits (to be provided by Offshore Launch):

• Up to $3100/mo depending on experience
• Annual bonus up to 150% of one month's salary, contingent on quarterly performance scores 
• 13th month pay
• Performance-based bonuses
• Comprehensive HMO policy, including dependents

Note:

The Client is not involved in compensation or benefits. As an employee of Offshore Launch, all compensation and benefits are to be provided by the Agency.

Please note that we anticipate a response from candidates within 24 hours of our outreach. If we do not receive a reply within this timeframe, we will assume that you are no longer interested in pursuing this opportunity.