Enterprise Technical Support Engineer

Property intelligence is reshaping how the world understands the built environment, and Nearmap is driving that. We put powerful aerial imagery, AI-driven analytics, and geospatial tools into the hands of the people who plan, build, insure, and govern the places we all live and work. Our technology turns property uncertainty into decisive action, and our culture brings out the best in the people who build it.We move fast, we care about craft, and we're proud of what we're building. If you're energized by turning hard problems into real-world impact, we'd love to meet youJob DescriptionAbout the RoleFully Remote - PSTWe are seeking an Enterprise Technical Support Engineer with strong experience in API support, integrations, and custom technical solutions, ideally within the Insurance domain.This role is critical in supporting enterprise customers who rely on APIs, data integrations, and custom-built workflows. You will act as a technical expert and liaison, helping customers design, troubleshoot, and optimize their integrations while delivering a high-touch, white-glove support experience. Operating effectively in a global support model, partnering with teams and customers across multiple time zones, including AustraliaYou will work cross-functionally with Product, Engineering, and Sales to ensure our platform integrates seamlessly into customer ecosystems and delivers maximum value.Key ResponsibilitiesServe as the primary technical point of contact for enterprise customers leveraging APIs and integrationsTroubleshoot and resolve API-related issues, including authentication, performance, data discrepancies, and errorsSupport custom integrations and customer-built solutions, diagnosing issues across systems and servicesManage and prioritize complex support cases, with a focus on integration and data flow challengesCollaborate with Engineering to escalate, reproduce, and resolve bugs in APIs and custom implementationsProvide technical guidance and best practices for API usage, architecture, and implementationMonitor and support critical customer workflows and integrations, ensuring reliability and performanceLead premium support engagements for enterprise customers with complex technical environmentsContribute to API documentation improvements, developer guides, and knowledge base contentCreate technical content (videos, guides, examples) to improve developer onboarding and adoptionEnsure SLA adherence and high-quality support delivery across all assigned casesPartner cross-functionally to improve proactive support, observability, and integration reliabilityMentor team members on API troubleshooting and integration support best practicesAssist with onboarding and training of new Technical Support EngineersContinuously develop expertise in APIs, integrations, and distributed systemsAssist with escalated cases, triaging and resolving complex technical challenges. Meet individual KPIs. QualificationsKey Requirements5+ years in Technical Support, with a focus on API support and integrationsStrong experience troubleshooting REST APIs, web services, and distributed systemsExperience supporting enterprise customers with custom implementationsFamiliarity with authentication methods (OAuth, API keys, tokens)Experience working with logs, monitoring tools, and debugging techniquesExperience in Insurance or other enterprise SaaS environments preferredBachelor’s degree in a field related to Computer Science, Engineering, Data Science, or GISSkills/ExperienceStrong understanding of HTTP protocols, request/response cycles, and error handlingAbility to read and work with JSON, XML, and structured data formatsWorking knowledge of Python, JavaScript, or similar languages for debugging and testing APIsExperience using tools like Postman, cURL, or similar API testing toolsStrong problem-solving skills across multi-system integrationsExcellent communication skills, with the ability to translate technical issues for non-technical stakeholdersFamiliarity with remote sensing, photogrammetry, and aerial imagery applications is a plusAdditional InformationThanks, but we got this! Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. Nearmap is not responsible for any fees related to unsolicited resumes.