Technical Support Engineer

About The Role

The role serves as the technical escalation point for complex customer issues, bridging the gap between end-users and internal engineering teams. The team diagnoses deep architectural, API, and system-level failures to ensure high availability and reliability for enterprise clients.

Key Responsibilities

• Troubleshoot complex technical issues involving API integrations, database queries, and distributed systems
• Reproduce reported bugs in staging environments and document detailed steps for engineering teams
• Analyze application logs, network traces, and stack traces to isolate root causes of outages
• Build and maintain internal diagnostic tools, scripts, and comprehensive knowledge-base documentation
• Participate in an on-call rotation to handle critical, high-priority system incidents and outages
• Communicate technical resolutions clearly to both non-technical stakeholders and senior engineers

What We Are Looking For

• 3-5 years of experience in technical support, software engineering, or systems administration
• Proficiency in querying relational databases using SQL and inspecting RESTful APIs
• Familiarity with cloud infrastructure platforms such as AWS, GCP, or Azure
• Experience using log management and monitoring tools like Datadog, Splunk, or ELK stack
• Strong analytical and problem-solving skills under high-pressure scenarios
• Bonus: Bachelor's degree in Computer Science, Information Technology, or a related technical field