Technical Support Engineer, Tier 2

American Express is hiring a Technical Support Engineer, Tier 2 to join our fully remote team in the United States. As a Technical Support Engineer, Tier 2, you'll help customers succeed and resolve issues with empathy. This is a freelance, work-from-home role open to candidates across the US (Remote — US (PST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Maintain high customer satisfaction scores • Escalate bugs and feedback to product teams • Document solutions and improve help content • Respond to customer questions via chat, email, and tickets • Troubleshoot and resolve product issues What we offer: • Generous paid time off and company holidays • Home office and wellness stipends • Competitive salary and meaningful equity • Paid parental leave • Annual learning and professional development budget How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. American Express is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 2+ years of relevant experience • Empathy and patience • Comfort with support tools (Zendesk, Intercom) • Ability to learn products quickly • Excellent written and verbal communication Nice to have: • A track record of taking ownership and shipping independently • Experience in a fast-paced, high-growth environment