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 systemsReproduce reported bugs in staging environments and document detailed steps for engineering teamsAnalyze application logs, network traces, and stack traces to isolate root causes of outagesBuild and maintain internal diagnostic tools, scripts, and comprehensive knowledge-base documentationParticipate in an on-call rotation to handle critical, high-priority system incidents and outagesCommunicate 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 administrationProficiency in querying relational databases using SQL and inspecting RESTful APIsFamiliarity with cloud infrastructure platforms such as AWS, GCP, or AzureExperience using log management and monitoring tools like Datadog, Splunk, or ELK stackStrong analytical and problem-solving skills under high-pressure scenariosBonus: Bachelor's degree in Computer Science, Information Technology, or a related technical field