Support Engineer, Tier III

Title: Support Engineer, Tier 3 (Webflow Cloud)

U.S. Remote

At Webflow, our mission is to bring development superpowers to everyone. As the pioneer of the Website Experience Platform (WXP), we’re redefining how teams Build, Manage, and Optimize for the web — combining visual development, powerful content management systems, AI-driven personalization, seamless hosting, and end-to-end analytics in a single, unified platform. With AI at the core, Webflow helps teams move faster, create more performant digital experiences, and scale without heavy engineering support. From independent designers and creative agencies to global enterprises, hundreds of thousands of organizations use Webflow to turn ideas into reality — and to power what’s possible on the web.

We’re looking for a Support Engineer, Tier 3 (Webflow Cloud) for our growing Technical Support team to support our technical support organization and our growing customer base, by assisting and leading a wide variety of complex technical issues, and providing data-driven insights to help our customer base navigate through our new product Webflow Cloud.

About the role:

• Location: Remote-first (United States; BC & ON, Canada)
• Full-time 
• Permanent
• Exempt
• The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. We've structured the base pay ranges for this role into zones for our geographic markets, and the specific base pay within the range will be determined by the candidate’s geographic location, job-related experience, knowledge, qualifications, and skills.
  • United States  (all figures cited below in USD and pertain to workers in the United States)
    • Zone A: $145,000 - $184,000
    • Zone B: $138,000 - $175,000
    • Zone C: $131,000 - $165,000
  • Canada  (All figures cited below in CAD and pertain to workers in ON & BC, Canada)
    • $164,500 - $209,500

Please visit our Careers page for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

• Reporting to the Senior Manager, Technical Customer Support

As a Support Engineer, Tier 3 (Webflow Cloud), you’ll … 

• Pioneer support for Webflow Cloud by collaborating with support leadership to define processes, best practices, and workflows for cloud-related issues.
• Serve as a technical liaison between Engineering, Customer Support, and Customer Success teams to ensure seamless issue triage and resolution for enterprise clients.
• Provide high-touch post-sale consultation and guidance to enterprise customers, driving product adoption and helping them achieve business objectives on Webflow Cloud.
• Troubleshoot complex technical inquiries—using data, logs, and debugging tools—to determine whether issues reside on our platform or within the customer’s code and configurations.
• Partner with Senior Technical Support Specialists to debug escalations, optimize resolution times, and build repeatable troubleshooting workflows.
• Collaborate with Sales and Customer Success to facilitate new customer launches, reduce time to first value, and tailor support strategies to each customer’s needs.
• Gather and synthesize customer feedback, identify trends, and advocate for product improvements through Webflow’s Voice of Customer program.

In addition to the responsibilities outlined above, at Webflow we will support you in identifying where your interests and development opportunities lie and we'll help you incorporate them into your role.

About you:

Requirements:

• Provide a link to your portfolio, GitHub, or relevant project work as part of the application process.

You’ll thrive as a Support Engineer, Tier 3 (Webflow Cloud) if you:

• Have 5+ years of experience in roles such as Support Engineer, Senior Technical Support, or Lead Technical Support.
• Have hands-on experience with Zendesk (or similar support tools), including chat and phone support workflows.
• Possess strong web application development skills in HTML, CSS, JavaScript, Node.js, and React.
• Are familiar with package managers (e.g., Homebrew) and static site generators like Astro or Hugo.
• Have experience deploying and debugging applications on platforms such as Vercel, Heroku, Netlify, or Render.
• Understand CDNs, server-side logic, database integrations, and APIs, with 3+ years working with relational databases (PostgreSQL or MySQL).
• Have Experience using modern coding and AI-assisted tools (e.g., Cursor, Cline, GitHub Copilot, Zed AI)
• Have a proven track record of providing white-glove service to enterprise customers, managing complex technical relationships post-sale.
• Are able to work autonomously, identify process improvements, and contribute to cross-functional initiatives that enhance Webflow Cloud support.
• Exhibit excellent communication skills, translating technical concepts for both technical and non-technical audiences
• Thrive in fast-paced environments, adapt to changing priorities, and eagerly learn emerging technologies (e.g., AI) to enhance customer outcomes.
• Demonstrate strong problem-solving skills, distinguishing between novel challenges and repeatable solutions, and applying previous learnings to drive efficiency.
• Stay curious and open to growth — actively building fluency in emerging technologies like AI to unlock creativity, accelerate progress, and amplify impact.

Our Core Behaviors:

• Obsess over customer experience. We deeply understand what we’re building and who we’re building for and serving. We define the leading edge of what’s possible in our industry and deliver the future for our customers
• Move with heartfelt urgency. We have a healthy relationship with impatience, channeling it thoughtfully to show up better and faster for our customers and for each other. Time is the most limited thing we have, and we make the most of every moment
• Say the hard thing with care. Our best work often comes from intelligent debate, critique, and even difficult conversations. We speak our minds and don’t sugarcoat things — and we do so with respect, maturity, and care
• Make your mark. We seek out new and unique ways to create meaningful impact, and we champion the same from our colleagues. We work as a team to get the job done, and we go out of our way to celebrate and reward those going above and beyond for our customers and our teammates

Benefits & wellness

• Equity ownership (RSUs) in a growing, privately-owned company
• 100% employer-paid healthcare, vision, and dental insurance coverage for full-time employees (working 30+ hours per week) and their dependents. Full-time employees may also be eligible for voluntary insurance options where applicable in the respective country of employment
• 12 weeks of paid parental leave for both birthing and non-birthing caregivers, as well as an additional 6-8 weeks of pregnancy disability leave for birthing parents to be used before child bonding leave (note: where local requirements are more generous, employees receive the greater benefit); full-time employees also have access to family planning care and reimbursement
• Flexible PTO for all locations and sabbatical program
• Access to mental wellness and professional coaching, therapy, and Employee Assistance Program
• Monthly stipends to support work and wellness
• 401k plan or pension schemes (in countries where statutorily required), and other financial wellness benefits, like CPA and financial advisor coverage

Temporary employees may be eligible for paid holiday and time off, statutory leaves of absence, and company-sponsored medical benefits depending on their Fixed Term Contract and their country/state of employment.

Remote, together

At Webflow, equality is a core tenet of our culture. We are an Equal Opportunity (EEO)/Veterans/Disabled Employer and are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law. Pursuant to the San Francisco Fair Chance Ordinance, Webflow will consider for employment qualified applicants with arrest and conviction records.

Stay connected

Not ready to apply, but want to be part of the Webflow community? Consider following our story on our Webflow Blog, LinkedIn, X (Twitter), and/or Glassdoor. 

Please note:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Upon interview scheduling, instructions for confidential accommodation requests will be administered.

To join Webflow, you'll need a valid right to work authorization depending on the country of employment.

If you are extended an offer, that offer may be contingent upon your successful completion of a background check, which will be conducted in accordance with applicable laws. We may obtain one or more background screening reports about you, solely for employment purposes.

For information about how Webflow processes your personal information, please review Webflow’s Applicant Privacy Notice.