Technical Support Engineer

About the role

The Technical Support Engineer serves as the critical bridge between customers, product managers, and software engineering. This role owns the resolution of complex, high-priority technical issues escalations that require deep dives into application code, database queries, and system architecture. Operating in a remote-first, fast-paced environment, the role ensures that enterprise customers and developer partners receive fast, precise troubleshooting. By translating technical friction into actionable engineering tickets, this position directly impacts platform reliability and customer retention.

Responsibilities

• Investigate, troubleshoot, and resolve Tier 3 technical escalations involving API integrations, database mismatches, and cloud infrastructure issues
• Query databases using SQL to isolate data anomalies and diagnose system-level errors
• Analyze application logs using tools like Datadog, Splunk, or Kibana to trace error origins across microservices
• Replicate reported bugs in staging environments and draft detailed engineering tickets in Jira with clear steps to reproduce
• Build and maintain internal documentation, troubleshooting playbooks, and developer-facing knowledge base articles
• Collaborate with Product Management and Software Engineering to prioritize bug fixes and product enhancements based on customer ticket volume

Requirements

• 3-5 years of experience in a Technical Support Engineering, Application Support, or Developer Support role
• Strong proficiency in writing and executing SQL queries to analyze relational database systems
• Demonstrated ability to read and debug code in at least one modern programming language (e.g., Python, JavaScript, Ruby, or Go)
• Experience working with RESTful APIs, webhooks, and modern browser developer tools
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical stakeholders

Skills

• Experience with AWS/GCP, Docker, Kubernetes, or Zendesk administration (bonus)