Support Engineer, Tier 3 (Webflow Cloud)

Support Engineer, Tier 3 (Webflow Cloud)

Webflow

Position Overview

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. We combine 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. Hundreds of thousands of organizations use Webflow to turn ideas into reality and power what’s possible on the web.

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

About the Role

• Employment Type: Full-time, Permanent, Exempt
• Location Type: Remote-first (United States; BC & ON, Canada)
• Reporting to: Senior Manager, Technical Customer Support

Compensation

The cash compensation for this role is tailored to align with the cost of labor in different geographic markets. Base pay ranges are structured into zones for our geographic markets. 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 (USD):

• Zone A: $145,000 - $184,000
• Zone B: $138,000 - $175,000
• Zone C: $131,000 - $165,000

Canada (CAD):

• ON & BC: $164,500 - $209,500

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

Responsibilities

As a Support Engineer, Tier 3 (Webflow Cloud), you will:

• 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.

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 knowledge.