Support Engineer
We’re looking for a Support Engineer who thrives on solving complex technical problems and working directly with customers to keep critical integrations running smoothly.This role sits at the intersection of customer experience and engineering, focused on resolving complex issues across APIs, authentication flows, and data integrations. Beyond customer-facing troubleshooting, you’ll contribute to operational reliability initiatives, backend automation, and improvements to internal tooling and platform operations. You’ll work closely with Technical Account Managers, Solutions Engineers, and Product & Engineering teams to ensure our platform remains reliable, scalable, and successful for our customers.If you enjoy digging into logs, debugging edge cases, and helping customers navigate complex systems, this role is for you.What You’ll OwnOwn investigation and resolution of complex technical issues across customer integrationsAct as a key technical partner to customers, guiding them through troubleshooting and optimizationDiagnose issues across APIs, webhooks, authentication flows, and data mappingsPartner with Engineering to escalate, reproduce, and resolve platform issuesImprove system reliability by identifying patterns and contributing to root cause analysisSupport Technical Account Managers on escalations requiring deep technical expertiseContribute to internal site reliability and operational improvement initiativesBuild and maintain lightweight automations and tooling to improve support efficiency and platform operationsPartner with Engineering and Infrastructure teams to identify recurring operational issues and improve system resiliencyWhat You’ll DoTroubleshoot API requests, response failures, authentication issues, timeouts, and data discrepanciesAnalyze logs, payloads, and system behavior to identify root causesInvestigate integration issues including SSO, webhook delivery, and end-to-end workflowsCommunicate clearly with customers during complex issues, providing timely and actionable guidanceCreate internal documentation and knowledge base content to improve support efficiency and reduce repeat issuesDevelop scripts, automations, and operational tooling to reduce manual support overheadAssist with monitoring, incident response, and reliability-focused operational processesIdentify recurring technical issues and contribute to long-term platform and workflow improvementsWhat Success Looks LikeCustomers receive fast, accurate resolutions to technical issuesComplex integration problems are clearly diagnosed and resolvedEngineering receives well-documented, reproducible issuesSupport insights contribute to improved platform reliability and performanceQualifications and SkillsRequired1–3 years of experience in SaaS technical support, technical troubleshooting, or a related customer-facing engineering role.Strong understanding of APIs, webhooks, JSON payloads, authentication flows (including SSO), and system integrations.Experience using logging and monitoring tools (Datadog, Splunk, Kibana, or similar).Ability to analyze logs, error codes, and integration behavior to pinpoint root causes.Familiarity with Python or similar scripting/programming languages for debugging, automation, or operational tooling.SQL or data querying experience for troubleshooting data-related issues.Strong written and verbal communication skills with the ability to simplify complex technical concepts.Ability to stay calm under pressure and manage time effectively in a dynamic environment.Proven experience collaborating closely with engineering teams to reproduce issues or validate fixes.Familiarity with infrastructure concepts, operational monitoring, automation workflows, or site reliability practices