Technical Support Engineer

About The Role The role acts as the technical escalation point for complex customer issues, bridging the gap between end users and the engineering team. The Technical Support Engineer troubleshoots distributed systems, analyzes logs, and reproduces bugs to maintain high reliability and uptime for enterprise clients. Key Responsibilities Troubleshoot complex technical issues across cloud infrastructure, APIs, and web applicationsAnalyze server logs, network traces, and stack traces to isolate the root cause of reported bugsReproduce customer scenarios in staging environments and document steps for the engineering teamCommunicate technical solutions clearly to both technical stakeholders and non-technical customersBuild internal tooling, diagnostic scripts, and knowledge-base articles to scale support operationsPartner with product and engineering to prioritize bug fixes based on customer impact and frequency What We Are Looking For 3-5 years of technical support or software engineering experience in a SaaS environmentStrong proficiency with SQL, Linux command line, and API debugging tools like Postman or cURLFamiliarity with cloud platforms such as AWS, GCP, or Azure and containerization tools like DockerBachelor’s degree in Computer Science, Information Technology, or equivalent practical experienceBonus: Experience writing scripts in Python or JavaScript and knowledge of networking protocols (TCP/IP, DNS, HTTPS)