Offer summary

Qualifications:

2+ years in a technical support, implementation, or customer engineering role, Excellent written communication skills with the ability to explain complex concepts simply, Solid technical literacy, comfortable with spreadsheets and data configurations, Project management instincts with a focus on organization and follow-through..

Key responsibilities:

Manage and deliver customer add-ons via a ticketing system

Own the support inbox and respond to customer inquiries quickly and accurately

Join live calls for high-priority customers as needed

Coordinate with product, engineering, and implementation teams to address technical requests.

Job description

Join our Team as a Customer Support Engineer!

HCM TradeSeal is redefining compliance technology for the construction industry. Our platform
streamlines certified payroll, union reporting, and job cost tracking for contractors who are too
busy building the world to wrestle with spreadsheets. We move fast, care deeply about our
customers, and believe software should make people feel smart—not frustrated.

About the Role:

We’re looking for a Customer Support Engineer—a technical support pro who sees every ticket
as a product experience. You’ll lead our post-go-live add-on delivery process: customer
requests that extend and customize our platform. You’ll manage our support inbox, assist
high-priority accounts with occasional live calls, and take ownership of the internal
documentation that keeps our team (and our customers) running smoothly.

This is a full-time, high-ownership role for someone who thrives at the intersection of tech,
communication, and customer success.

What You Will Own:

Manage and deliver customer add-ons via ticketing system
Own the support inbox and respond quickly, clearly, and accurately
Join live calls when needed for priority customers
Coordinate with product, engineering, and implementation teams to move technical
requests forward
Maintain and improve our customer-facing support hub (guides, FAQs, templates)
Identify patterns in support volume or gaps, and suggest product or process
improvements

What You Will Bring:

2+ years in a technical support, implementation, or customer engineering role
Excellent written communication—you explain complex things simply and with empathy
Solid technical literacy (comfortable with spreadsheets, admin panels, data configs,
etc.)
Project management instincts: organized, follow-through focused, great at juggling
threads
Big-picture mindset: you think like a builder, not just a responder

Bonus Points For:

Experience in payroll, HRIS, or construction tech
Writing support documentation or maintaining help centers - Zendesk experience
preferred
Building macros, templates, or knowledge base workflows
Agile scrum or similar leadership experience

What We Offer: