Technical Support Engineer

Requirements:2 - 8 years of experience in B2B SaaS with 2+ YOE in a customer- facing role (support, CSM, solutions, or implementation) helping customers resolve nuanced, non- scripted issuesExperience debugging and owning a queue of tickets or cases and driving them to resolution, not just handing them off. Experience with Construction tech companies (e. g. , Autodesk, ServiceTitan, Permitflow) or early- stage VC- backed B2B SaaS startupsExperience supporting a technical product (integrations, data pipelines, accounting, or similar). CS degreeFamiliarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries). Ability to start work by 7 AM PT daily. Willing to work in person 5 days a week in SFResponsibilities:Provide Tier 2 / Tier 3 technical support to customers via tickets, email, chat, or phoneTroubleshoot complex issues involving software, APIs, databases, infrastructure, or integrationsReproduce issues in test or staging environments and perform root cause analysisCollaborate closely with Engineering, Product, and QA teams to resolve bugs and escalate issuesDocument solutions, known issues, and workarounds in internal knowledge basesAssist with incident management, on-call rotations, and customer outagesAnalyze logs, metrics, and system behavior to identify performance or reliability problemsProvide proactive guidance on best practices, configurations, and product usageContribute feedback to improve product stability, usability, and support processesOur client is an Equal Opportunity Employer, committed to a workplace free from discrimination and harassment. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, gender, age, disability, sexual orientation, gender identity, marital status, military service, genetic information, or any other status protected by law.