Technical Support Engineer

About the role

The role bridges technical complexity and customer success, diagnosing and resolving escalated software and infrastructure issues for global users. The team ensures high availability and deep technical troubleshooting, partnering directly with engineering to isolate bugs and ship robust fixes.

Responsibilities

• Troubleshoot complex technical issues involving API integrations, database queries, and distributed cloud systems
• Reproduce customer-reported bugs in staging environments and document clear steps for engineering resolution
• Analyze system logs, network traces, and error payloads using tools like Datadog, Splunk, and Postman
• Contribute to internal knowledge bases, technical runbooks, and developer documentation
• Manage escalations through Jira and Zendesk, maintaining strict SLAs for resolution and response
• Participate in an on-call rotation for critical severity incidents

Requirements

• 3-5 years of technical support or software engineering experience in a SaaS environment
• Strong proficiency in SQL for querying databases and analyzing user data
• Familiarity with RESTful APIs, JSON, HTTP protocols, and modern web architectures
• Demonstrated experience utilizing log aggregation tools and monitoring platforms like Datadog or Splunk
• Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience

Skills

• Bonus: Experience with Python or JavaScript for scripting automation and familiarity with AWS infrastructure