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Software & Platform Support Engineer

About the Company

ShareCal is an AI-native company transforming how the world’s enterprises manage time. We’re building intelligent scheduling agents that take the friction out of coordinating meetings.

ShareCal’s customers include Fortune 500s and many of the world’s largest enterprises. We’ve achieved profitability and are growing at venture-scale rates, all without relying on outside capital.

About the Role

We’re looking for a Software & Platform Support Engineer who is obsessive about solving user problems fast and permanently. You’ll be the technical front line for our customers (executive assistants, managers, and ops teams), owning end-to-end triage, resolution, and prevention. You’ll identify root causes, ship fixes and workarounds, build internal tools and runbooks, and feed brutal, clear signal back into product and engineering—so the product gets better every single week.

Under the hood, ShareCal is a high-performance scheduling platform built with modern TypeScript, React, and leading AI models. Our users expect that “it just works”: lightning-fast, reliable, intuitive. We value pragmatism over cleverness, and we go deep when that’s what it takes to deliver a zero-friction experience.

In this role, you will:

  • •Own incident triage and resolution for customer-reported issues across web app, APIs, and integrations. Reproduce issues, isolate faults, and drive to closure—no hand-offs, no excuses.
  • •Debug across the stack (logs, traces, DB queries, config, permissions) and submit PRs for surgical fixes; partner with engineers on larger changes.
  • •Build and automate support tooling: internal dashboards, diagnostics, alerting, runbooks, and one-click health checks to reduce time-to-resolution.
  • •Create durable solutions: turn recurring tickets into product improvements, docs, or guardrails; push for defaults that prevent classes of issues.
  • •Accelerate enterprise deployments: assist with onboarding, domain/SSO setup, data migration, security reviews, and sandbox→prod cutovers.
  • •Contribute to knowledge: author and maintain a public help center, internal KB, and playbooks; make sure answers are discoverable and current.
  • •Participate in on-call and lead postmortems with clear, assigned follow-ups.

Competencies

  • •Owner mentality with a bias for action: You don’t escalate by default—you investigate, fix, and then automate so it doesn’t recur.
  • •Strong work ethic: Persistent, disciplined, and calm under pressure. You manage your queue like a hawk and don’t drop balls.
  • •Technical problem-solving: Comfortable reading code, writing small patches/scripts, querying databases, and navigating cloud infra.
  • •Product-driven with sharp user empathy: You can see around corners in EA and manager workflows and advocate for the fastest path to user value.
  • •Thrives in ambiguity: You’ll work directly with founders on open-ended problems. You impose order, build process, and move.
  • •Clear, no-nonsense communication: You can explain root causes and trade-offs to non-technical stakeholders without hand-waving.

Nice-to-Have Experience (helpful, not mandatory)

  • •Stack familiarity: TypeScript/JavaScript, React, Node.js, PostgreSQL, Azure, Kubernetes
  • •Tooling & ops: SQL, log aggregation/tracing, feature flags, alerting, and basic scripting (Bash/Python).
  • •Identity & integrations: SSO/SAML/OIDC, SCIM, Microsoft admin, conferencing/calendar APIs.
  • •AI-adjacent products: Comfort reasoning about model behavior, prompts, and guardrails is a plus.