Support Engineer

Andersen Construction - SVH

Mercury | Support Engineer

Mercury is a construction management software application created by builders for builders. We are a small, fast-moving team that is a new addition to the SVH list of companies. Our timing has put us on the cutting edge of how AI is improving software development and user experience. Mercury has enormous potential to improve the professional lives of its users, and we are looking for someone to join us on this endeavor to get software out of the way of building. Join us in our goal of making Mercury a flexible, intuitive, and cost-effective tool.

Title

Support Engineer

Role Summary

As a Support Engineer, you’ll own the customer support experience end-to-end: intake, triage, investigation, resolution, and follow-through. Many tickets will be one of the following:

• A bug that needs a fix
• A “feature request” that’s really a workflow problem
• A user who needs to be educated on how to complete their task

You’ll be the bridge between the field and the dev team: transforming sometimes vague or unclear requests into extracting the real requirements, finding workable short-term paths, and turning messy reality into crisp, actionable Engineering work.

This is a customer service role first. The “Engineer” part is about technical clarity and being able to collaborate meaningfully with Software Engineers, with room to grow in your own engineering skills if desired.

Key Responsibilities

[70%]

· Own the helpdesk: respond quickly, drive tickets to resolution, and communicate clearly (especially when the answer is “not yet”). Reproduce issues, gather missing details, and move conversations from “it’s broken” to “here’s what’s happening and what we’ll do.” Find workarounds when the product can’t do a thing yet (and explain them in jobsite-friendly language).

[20%]

· Comprehensive, clear, and concise issue write-up to translate user needs clearly to Dev Engineers. All while maintaining thinks like priority, status, and relationships in the library of issues.

[10%]

· Assist in prioritizing and moderating feature requests that support the long-term goals of the application.

· Amend or add to the documents to reflect software updates. Keep help docs accurate and jobsite-readable; create short “how-to”s as workflows emerge.

· Periodic change log (newsletter) write-up and distribution. Contribute to release notes / lightweight changelog updates for customers.

· Develop standard practices for these responsibilities as they evolve by helping define the support playbook as we scale: tags, severity, escalation rules, internal SLA norms, templates that don’t sound robotic.

Required Qualifications

· In-depth knowledge of mobile and web-based application UX and UI with an emphasis on construction management solutions.

· Strong customer support instincts: empathy, patience, composure, follow-through.

· Technical writing for the purpose of writing detailed documents and instructions.

· Troubleshooting and problem-solving of software

· Basic code writing skills for the purpose of troubleshooting. Technical depth: you can read code, understand basic architecture, and communicate effectively with Software Engineers.

· Willingness to occasionally visit jobsites, wear a hardhat, and learn the work where it happens.

Preferred Qualifications

· 2 years or more of Construction operation experience

· Experience with current AI (LLM) technology as it applies to software.

· Experience with B2B SaaS support in a fast-moving Product organization.

· An understanding data analytics, dashboards and reporting

Tools & Technology

· Ticketing/helpdesk + feature request board (exact tools may evolve)

· Microsoft Office 365 Suite

· Bluebeam

· Android / Google

· iOS / Apple

· Linear

· GitHub

· PostHog

· Basic video editing

Team Reporting

Primarily reports to the Director of Business Integration and secondarily to the Construction Innovation Strategist. Team meetings will be held weekly, and other impromptu meetings will come up in between.

Work Setup

Remote work is fine, but an office location at SVH is available. Quarterly travel to Oregon, Washington and Idaho will be required (and reimbursed) to Andersen offices, jobsites, and SVH office. The frequency is flexible and dependent on candidates' location, but plan on quarterly at a minimum.

Compensation & Benefits

Compensation & Time Off

• Competitive compensation with Year-End Bonus Program
• Company-Funded Retirement & ESOP Plans
• 401(k) self-directed retirement plan with access to a financial advisor
• 7 paid holidays plus a generous and flexible PTO program
• Flexible Work Weeks

Health & Wellbeing

Customized medical plan that provides many employees with no out-of-pocket costs for the entire year!

• Plans include naturopathic, acupuncture, and chiropractic care
• Employee-only medical plan is premium-free after wellness incentive; all other levels are reduced after incentive

Direct Primary Care (DPC) provided at no cost

• Unlimited primary care visits with same- or next-day access
• Longer appointments, virtual visits, and direct communication with your doctor
• No copays or deductibles for primary care services

· No Out-of-Pocket costs for most specialty & virtual care solutions

• Direct access to high-quality specialists, imaging, and procedures
• Includes concierge nurse navigation service
• Dental and Vision plans are provided with no premium
• Employee Assistance Program (EAP) for mental health, counseling, and life support
• Wellness seminars, educational sessions, and brown-bag events

Financial & Lifestyle Benefits

• Education assistance for continued learning and professional development
• Employee Referral Incentive Program
• Company-provided life and disability plans
• Voluntary supplemental insurance options
• Incent Fit wellness program
• Corporate discounts with local retail and clothing vendors

Workplace & Culture

• Collaborative office environment
• Free on-site gym access (Seattle, Eugene & Portland Only)
• Beverages and snacks provided
• Industry organization memberships and events
• Community involvement and paid volunteer opportunities through the Andersen Foundation
• Fun, festive, and sometimes competitive team-building events throughout the year

Company Overview

Shoestring Valley Holdings is a northwest-based company with over 1,000 employees across several business units. The construction industry makes up the majority of the SVH portfolio with companies like Andersen Construction, Fought & Company, and REFA Erection. SVH provides the support services shared across business units like marketing, information technology, finance and many others.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, or protected veteran status.

Work Authorization

Applicants must be legally authorized to work in the United States at the time of hire. We do not sponsor employment visas for this position.

Work Location: Hybrid remote in Portland, OR 97232