Technical Support Engineer

Responsibilities

• Investigate and resolve customer issues across products and services.
• Analyze API requests/responses and database records to identify root causes and support issue resolution.
• Support customers, Customer Success Managers, and internal teams with technical issues, product investigations, and integration troubleshooting.
• Collaborate with Engineering and Product teams to reproduce, escalate, and resolve issues.
• Prioritize and manage issues based on customer impact and business needs.
• Work effectively in a global team environment spanning multiple time zones.
• Manage, prioritize, and track customer issues using Zendesk, Jira, and other ticketing systems.

Requirements

• 1–2 years of experience in Technical Support or a similar customer-facing technical role.
• Ability to troubleshoot technical issues, investigate root causes, and work collaboratively to resolve customer problems.
• Team player with a collaborative mindset and willingness to support colleagues across functions.
• Experience working with and troubleshooting REST APIs.
• Customer-facing skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Basic understanding of SQL with the ability to write simple queries.
• Experience with ticketing and issue-tracking systems such as Zendesk, Jira, or similar tools.
• Self-motivated, detail-oriented, and comfortable managing multiple priorities.
• Experience with scripting or automation (e.g., Python) is a plus.
• Experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests is a plus.
• Experience using AI tools (e.g., ChatGPT/Claude, or similar) to assist with troubleshooting, research, documentation, and day-to-day productivity is a plus.