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 engineering teams. The Technical Support Engineer diagnoses deeply technical problems, investigates system logs, and ensures critical platform issues are resolved efficiently.

Key Responsibilities

• Investigate and resolve complex technical support tickets involving APIs, database queries, and network configurations
• Reproduce customer-reported bugs in staging environments and document detailed bug reports for engineering
• Analyze system logs using tools like Datadog or ELK stack to diagnose root causes of performance degradation
• Write internal and external technical documentation, knowledge base articles, and troubleshooting guides
• Partner with product and engineering to prioritize bug fixes and feature requests based on customer impact
• Participate in an on-call rotation to handle critical production incidents and outages

What We Are Looking For

• 3-5 years of experience in technical support, systems administration, or software engineering
• Proficiency in querying relational databases using SQL and inspecting RESTful APIs
• Experience working with log analysis tools and cloud platforms such as AWS, GCP, or Azure
• Strong debugging skills and the ability to read code in languages such as Python, JavaScript, or Java
• Bonus: Bachelor's degree in Computer Science or equivalent technical certification