Technical Support Engineer
About The Role:
The role is the technical backbone of the support organization, owning escalated issues that require real debugging — API errors, authentication failures, data pipeline hiccups, and infrastructure-adjacent problems that front-line support can't resolve alone. You will work at the intersection of customers and engineering, turning ambiguous technical reports into reproductions, root causes, and fixes. The work directly shapes product reliability: every escalation resolved well reduces future tickets and keeps enterprise customers renewing.
Key Responsibilities:
- Own and resolve escalated technical tickets covering REST APIs, webhooks, SDKs, SSO, and data integrations
- Reproduce bugs, capture logs and network traces (Charles, Postman, browser dev tools), and write clear reproductions for engineering
- Author and maintain technical documentation, runbooks, and internal knowledge-base articles
- Collaborate directly with engineering to prioritize fixes and communicate timelines to affected customers
- Analyze ticket trends to identify systemic issues and drive product improvements before they become outages
- Support high-touch enterprise accounts during onboarding, migrations, and incident response
- Contribute to escalation on-call rotation and participate in incident reviews and postmortems
What We Are Looking For:
- 3-5 years of technical support, solutions engineering, or similar customer-facing technical role at a SaaS or infrastructure company
- Strong debugging skills: comfortable reading API responses, JSON, logs, and HTTP traffic without needing an engineer
- Working knowledge of SQL, Python or similar scripting, and modern web architecture (REST, OAuth, DNS, TLS)
- Experience with ticketing platforms (Zendesk, Jira Service Management, or similar) and incident workflows
- Excellent written communication — able to explain complex technical issues clearly to both engineers and non-technical stakeholdersBS in Computer Science or equivalent practical experience