About Bonusly Bonusly helps your team improve engagement and adopt the behaviors that set them, and your organization, up for long-term success. Backed by Next Frontier Capital.
About the role
Bonusly is looking for a Support Engineer who can deliver an exceptional customer experience by investigating issues, providing thoughtful solutions, and driving meaningful outcomes for our users. This role blends technical problem-solving with empathy, ownership, and a genuine passion for helping people succeed.
What they're looking for
- Execute a delightful day-to-day customer support experience, including responding quickly to questions via phone, email, chat, and occasional video, and following up on reported issues
- Assist customers with configuring integrations with vendors such as Okta (SSO/SCIM), SFTP, ADP, Workday, BambooHR, Merge, and others
- Collaborate with the Product Engineering team to diagnose the root cause of bugs, fix issues in code, and escalate complex ones
- Tune the AI agent to provide better frontline support by diagnosing patterns where it falls short and implementing MCP tools and guidance
- Maintain up-to-date documentation, FAQs, and guides to help customers self-serve integration issues where possible
- 4+ years of relevant work experience
More about this role
About The Role
Bonusly is looking for a Support Engineer who can deliver an exceptional customer experience by investigating issues, providing thoughtful solutions, and driving meaningful outcomes for our users. This role blends technical problem-solving with empathy, ownership, and a genuine passion for helping people succeed. It also represents the evolution of modern Support Engineering — we want someone curious about Agentic AI who is motivated to refine, train, and improve intelligent systems that accelerate, optimize, and scale customer interactions, acting as a human-in-the-loop partner to ensure automation stays accurate and grounded in real customer needs. The work directly impacts customer experience, operational efficiency, and how support scales across the business.
At Bonusly you'll...
- Execute a delightful day-to-day customer support experience, including responding quickly to questions via phone, email, chat, and occasional video, and following up on reported issues.
- Assist customers with configuring integrations with vendors such as Okta (SSO/SCIM), SFTP, ADP, Workday, BambooHR, Merge, and others.
- Collaborate with the Product Engineering team to diagnose the...
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