Support Engineer
Zed is a next-generation code editor that's engineered from scratch in Rust to be fast, elegant, and collaborative.
We’re looking for a Support Engineer who can be the first point of contact for users across key channels, whether it’s helping troubleshoot a bug in GitHub, clarifying account or billing questions in email, or guiding someone through their first steps in Zed in Discord.
This role is about more than answering tickets: it’s about turning user problems into clear solutions, making developers feel heard, and ensuring the whole team learns from every interaction.
Key Responsibilities
Be the first responder for users via email, Discord, GitHub Issues—answering questions, resolving issues, and delivering help with clarity and empathy.
Triage incoming requests: categorize issues (bug, billing, feedback, etc.), prioritize based on urgency and impact, and escalate to engineering when needed.
Reproduce reported technical issues, gather logs, steps, and context so engineers can act quickly and precisely.
Maintain and improve documentation (internal & external) so users can self-serve more effectively.
Triage GitHub issues to ensure they have good reproduction steps, clear description, and relevant metadata.
Identify common patterns in support tickets; working with the team to reduce recurring issues.
Act as a user advocate inside Zed, ensuring feedback, frustration, and successes from real users influence our roadmap, processes, and improvements.
Requirements
Profound user focus: you care about how people experience Zed and are driven to help them succeed.
Excellent written communication: clear, kind, precise. Able to explain technical issues to non-technical people, and vice versa.
Technical fluency sufficient to reproduce bugs, understand developer workflows, and give feedback that engineers find usable.
Experience with support in a technical / developer context (SaaS, open source, etc.) is highly valued.
Comfortable navigating and responding across platforms (GitHub Issues, Discord, email, etc.).
Self-starter: can work with ambiguity, take ownership of tickets, follow through until resolution.
Nice to Have
Previous community / open source contributions.
Experience in documentation writing
Average salary estimate
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Founded in 1997 and headquartered in Madrid, Spain, Zed develops and provides digital content services into a key IT and consulting provider.
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