--- title: 'Support Engineer (L2) — Developer Track | SaaS Startup at Offshore Launch' canonical: 'https://feeny.ai/job/support-engineer-l2-developer-track-saas-startup-offshore-launch-remote-d04daqaddfek' type: 'job' last_seen: '2026-09-12' --- # Support Engineer (L2) — Developer Track | SaaS Startup at Offshore Launch - **Company:** Offshore Launch - **Location:** Remote - **Work type:** remote - **Posted:** 2026-05-27 - **Last confirmed live:** 2026-09-12 - **Apply:** https://job-boards.greenhouse.io/offshorelaunch/jobs/5232890008 ## Job description About Offshore Launch: Offshore Launch is a staffing agency that specializes in helping small business owners scale their operations with the top 1% of global remote talent. We are a people-centered agency with a passion for leaving every person and business in a better position than we found them. Why Join Offshore Launch? - Impact the growth and success of small and medium-sized businesses. - Work in a people-first, remote environment that values growth and ongoing development. - Access comprehensive benefits that include HMO, PTO, professional development, and an overall emphasis on teamwork and collaboration. - Contribute to a culture that values partnership, service, and excellence. Your Role: As an employee of Offshore Launch, you are being hired for a unique role within a target Client’s company. We value long-term partnerships, and seek to recruit talent that will serve an individual Client’s business for multiple years. You will work full-time with the Client company. However, the Agency provides ongoing support to ensure your continued success. As such, we create space for ongoing check-ins, feedback and development through: - Membership in the Offshore Launch Slack workspace - Bi-weekly All Team meetings - Monthly reviews Your job is to help the Client succeed. Our job is to help you succeed. About the Client: We're hiring a technically sharp, fast-moving Support Engineer to join a growing SaaS platform in the nonprofit fundraising space. This is a hybrid support-and-development role — you'll own the morning support queue, resolve bugs independently, and progressively take on deeper technical work as you build codebase familiarity. You'll be working directly alongside the technical co-founder. There is no senior engineer to escalate to, no large team to absorb tickets, and no hand-holding during onboarding. This role is for someone who thrives in exactly that environment. Responsibilities: - Own the L1 support queue (9am–1pm): triage, respond to, and resolve customer-facing technical issues independently - Handle L2 bug resolution: root cause analysis, fixes, and escalation judgment across the application and database layers - Navigate and debug an existing proprietary codebase you didn't write — quickly and without extensive guidance - Shift into feature development and deeper technical work in the afternoons as ramp-up progresses - Communicate ticket status and blockers proactively — without waiting to be asked - Work within a Microsoft stack: C#, ASP.NET MVC, SQL Server, Azure Who This Role Is For: You're a problem solver. When handed an unfamiliar system with a bug and no documentation, your instinct is to dig in — not to wait for someone to walk you through it. You'll resolve 3–5+ bugs per day, not one or two. You think in 30-minute sprints, not multi-hour deep dives. Speed is the filter for this role — not just the ability to solve problems, but the ability to solve them fast and move on. Specifically, you: - Target 3+ resolved tickets daily during normal periods, scaling to 5+ during demand spikes — carry-over is the exception, not the habit - Have debugged codebases you didn't build — and are comfortable doing so under time pressure - Know when to escalate and when to keep going (and won't confuse the two) - Can context-switch between a customer-facing L1 ticket and a technical L2 bug in the same morning - Are energized by problem variety, not deep specialization in a single domain ## Requirements - 3–5 years of software development experience (full-stack or backend-leaning) - Hands-on experience with the Microsoft stack: C#, ASP.NET MVC, SQL Server - Demonstrated ability to debug unfamiliar codebases independently - Front-end basics: HTML, CSS, JavaScript, jQuery, Bootstrap - Strong written English — clear, direct, proactive communicator - Comfortable working in a lean startup environment with minimal documentation and real ownership A Note on the Codebase The platform is proprietary and built primarily by the co-founder. This isn't a well-documented, multi-team system with established conventions — it's one person's architecture, and you'll be learning its logic rather than refactoring it. That's not a problem for the right candidate; it's actually the interesting part. But if you rely on structured onboarding and thorough documentation to get up to speed, this environment will be a friction point. Bonus Points - Background in support engineering, developer support, or a hybrid dev/support role - Experience with Azure infrastructure - Prior work at a startup or on a very small engineering team - Comfortable with AI-assisted development — the team actively uses Claude for architectural work and expects you to be a co-user, not a skeptic. If you've integrated AI tooling into your daily workflow, say so. Environment & Onboarding This is a remote-first role. You'll start on L1 support during a slower season (June–August), which serves as your product immersion period before L2 responsibilities increase. The team is small, the culture is direct and warm, and the client invests genuinely in the people they bring on — but expects to feel that investment paying off early. Compensation & Benefits (to be provided by Offshore Launch): - Up to $3100/mo depending on experience - Annual bonus up to 150% of one month's salary, contingent on quarterly performance scores - 13th month pay - Performance-based bonuses - Comprehensive HMO policy, including dependents Note: The Client is not involved in compensation or benefits. As an employee of Offshore Launch, all compensation and benefits are to be provided by the Agency. Please note that we anticipate a response from candidates within 24 hours of our outreach. If we do not receive a reply within this timeframe, we will assume that you are no longer interested in pursuing this opportunity. ## About Offshore Launch ## Company Overview - **One-liner**: Offshore Launch provides virtual assistants and back-office support for home service businesses, combining elite global talent with AI-powered efficiency to help owners scale without administrative overload. - **Entity Type**: Private (bootstrapped; no disclosed funding rounds) - **Headquarters**: Austin, Texas, United States - **Founded**: 2024 (per company LinkedIn) [linkedin.com](https://www.linkedin.com/company/offshorelaunch-page) – though the “Launcher Careers” entity shows a 2023 founding [linkedin.com](https://www.linkedin.com/company/offshorelaunch) - **Founders**: Heather Emerson (CEO) and Faiez Rana (Co-Founder & COO) [linkedin.com](https://www.linkedin.com/company/offshorelaunch) [offshorelaunch.com](https://www.offshorelaunch.com/) ## Core Business - **Primary industry**: Staffing and Recruiting / Human Resources Services, with a niche focus on home service businesses (plumbing, HVAC, roofing, etc.) - **Target customers**: B2B – small to mid‑sized home service owners running 2–10 trucks who need to offload administrative tasks (scheduling, invoicing, customer follow‑ups, procurement) - **Mission statement**: “Give more than we take” – the company aims to help businesses escape the “administrative growth trap” while investing in their local workforce and community. [offshorelaunch.com](https://www.offshorelaunch.com/) ## Products & Services - **General Virtual Assistant**: Handles scheduling, procurement, customer service, bookkeeping, invoicing, CRM management. Priced at $2.5k–3k/month. [offshorelaunch.com](https://www.offshorelaunch.com/) - **Specialist Virtual Assistant**: For roles such as CRM specialist, IT technician, software developer, QA specialist, senior project manager. Priced at $3k–5k/month. [offshorelaunch.com](https://www.offshorelaunch.com/) - **AI‑Powered Efficiency**: Launchers are trained in 3,000+ AI tools and have access to in‑house AI experts to continuously improve workflows. [offshorelaunch.com](https://www.offshorelaunch.com/) - **Full HR & EOR Support**: Manages payroll, taxes, benefits, time‑tracking, and compliance for the hired VAs. [offshorelaunch.com](https://www.offshorelaunch.com/) - **Lifetime Replacement Guarantee**: If a hire doesn’t work out, the company replaces them at no extra cost. [offshorelaunch.com](https://www.offshorelaunch.com/) ## Market Standing - **Valuation/Market Cap**: Not publicly available - **Key Metric**: No public revenue; headcount growth is a strong signal – Launcher Careers (the VA brand) grew 88.9% year‑over‑year to 14 employees [linkedin.com](https://www.linkedin.com/company/offshorelaunch) - **Notable Investors/Partners**: No institutional investors disclosed. The company is founder‑led and bootstrapped. - **Growth Signals**: - LinkedIn followers: 1,968 (Launcher Careers) with +153.6% yearly growth [linkedin.com](https://www.linkedin.com/company/offshorelaunch) - Active job postings: 11 on Greenhouse (as of mid‑2026) [greenhouse.io](https://job-boards.greenhouse.io/offshorelaunch) - Clients report a 30%+ reduction in scheduling errors and a jump from 13% to 65% in after‑hours booking rates. [offshorelaunch.com](https://www.offshorelaunch.com/) ## Competitive Advantages - **10‑step screening process**: Rigorous assessments, background checks, and industry‑specific training ensure high‑quality hires. [offshorelaunch.com](https://www.offshorelaunch.com/) - **Lifetime replacement guarantee**: Removes risk for clients – a strong trust signal. - **AI + Human Expertise**: VAs are trained in thousands of AI tools and supported by in‑house automation experts, boosting efficiency. - **People‑first approach for VAs**: Above‑market pay, health insurance, retirement plans, career coaching, and bench pay when contracts end – reducing turnover and attracting top talent. [offshorelaunch.com](https://www.offshorelaunch.com/) - **Niche focus**: Deep specialization in home service operations gives them domain expertise that general staffing firms lack. ## Strategic Focus - **Scaling through specialization**: Continuing to embed career professionals (not just assistants) into client teams, with a promotion‑readiness plan and ongoing training (OSL Bootcamp). [offshorelaunch.com](https://www.offshorelaunch.com/) - **AI‑first evolution**: Investing in automation and workflow tools to make VAs more productive and clients more efficient. - **Geographic expansion**: Presence in the Philippines and Armenia, with plans to grow the talent pool and client base beyond home services. ## Why Work Here - **Culture**: Indeed reviews highlight “supportive leadership and collaborative culture,” transparent communication, and a fast‑paced environment where employees learn prioritization and cross‑team collaboration. [indeed.com](https://www.indeed.com/cmp/Offshore-Launch/reviews) - **Remote‑first**: All positions are fully remote, with a global team spanning the Philippines, Armenia, and the U.S. [greenhouse.io](https://job-boards.greenhouse.io/offshorelaunch) - **Career growth**: Transparent pathways to annual raises and bonuses, continuous training, and a “promotion readiness plan” for VAs. [linkedin.com](https://www.linkedin.com/company/offshorelaunch) - **Stability**: Bench pay when contracts end, ensuring income continuity – a rare perk in the VA industry. - **Notable perks**: Above‑market compensation, health insurance, retirement plans, and access to in‑house AI experts for skill development. ## Sources 1. [Offshore Launch Website](https://www.offshorelaunch.com/) 2. [Offshore Launch LinkedIn (Company Page)](https://www.linkedin.com/company/offshorelaunch-page) 3. [Launcher Careers LinkedIn (VA Brand)](https://www.linkedin.com/company/offshorelaunch) 4. [Indeed Reviews – Offshore Launch](https://www.indeed.com/cmp/Offshore-Launch/reviews) 5. [Greenhouse Jobs Page](https://job-boards.greenhouse.io/offshorelaunch) ## Other roles at Offshore Launch - [Deputy Chief of Staff – Research & Growth](https://feeny.ai/job/deputy-chief-of-staff-research-growth-offshore-launch-remote-ne6y9vygrr8s) - [Virtual Office Manager](https://feeny.ai/job/virtual-office-manager-offshore-launch-remote-8dw36t576x2k) - [Research & Business Development Specialist](https://feeny.ai/job/research-business-development-specialist-offshore-launch-remote-6ezmqs732n7r) - [Customer Service and Dispatcher](https://feeny.ai/job/customer-service-and-dispatcher-offshore-launch-remote-v0r65zpa6h6f) - [Dispatcher](https://feeny.ai/job/dispatcher-offshore-launch-remote-r2g3p59qdvcw) - [Operations Manager / Office Manager](https://feeny.ai/job/operations-manager-office-manager-offshore-launch-remote-xm9d65jtm4k7) - [Structural Designer](https://feeny.ai/job/structural-designer-offshore-launch-remote-rm6twfc1075c)