Technical Support Engineer

Responsibilities Provide timely, high-quality support to users: triage, troubleshoot, and resolve product issues with clear, empathetic communication. Reproduce, diagnose, and document technical problems end-to-end, including precise repro steps, logs, screenshots, and expected vs. actual behavior. Work hands-on in the product to understand features, identify pain points, validate fixes, and regularly test new flows; provide actionable feedback. Collaborate closely with Engineering and Product to scope, prioritize, and esca­late issues with strong context and impact assessment. Proactively surface patterns and emerging trends; raise risks/flags early and suggest product or documentation improvements. Create and maintain clear runbooks and knowledge base articles to improve self-serve and reduce repeat incidents. Uphold security and data-handling best practices when working with user data, credentials, or logs. Participate in incident handling and post-incident reviews; help drive down MTTR and increase reliability. Contribute to a cohesive team culture—share context openly, mentor peers on tools and troubleshooting approaches, and continuously refine support workflows. Requirements 3+ years of experience working in Technical Support/Solution topics for a SaaS or platform product, owning complex investigations and escalations. API familiarity: comfortable using Postman to send requests, read responses, and follow simple auth patterns (API keys/Bearer tokens). Analytical troubleshooting: reproduce issues, capture logs/screens, write clear repro steps and expected vs. actual behavior. Intro-level monitoring/logs: can read dashboards such as Grafana/Datadog and search logs with keywords. Strong interest and experience with "vibe coding" – side projects or small experiments you can show. Hands-on experience inspecting network requests and spotting errors in the console. Demonstrated ownership in fast-paced, ambiguous environments – able to drive initiatives to completion even when plans are evolving. Advantage – Familiarity with SQL. Advantage – Familiarity with mobile apps release process. This role includes occasional evening and weekend work to support incidents, releases, and maintenance windows. Coverage is shared via a rotation, and we provide advance notice whenever possible. This position is a hybrid role and candidates should be prepared to come to our office in Cedar Rapids at least 3 days per week. J-18808-Ljbffr