Technical Support Engineer

About The Role The Technical Support Engineer resolves complex customer issues across a cloud-based software platform, including API integrations, authentication, networking, data flows, and deployment behavior. The role combines structured troubleshooting with clear customer communication and requires the ability to move from symptoms to root cause using logs, documentation, and reproducible test cases. You will serve as a technical partner for customers and an escalation point for frontline support, partnering with engineering and product to resolve defects and improve the support experience. The role matters because fast, accurate diagnosis directly affects customer adoption, retention, and trust in the platform. Key Responsibilities Troubleshoot customer issues involving REST APIs, webhooks, OAuth, SSO/SAML, DNS, TLS, HTTP, and common cloud deployment patternsAnalyze application logs, request traces, error payloads, and database or monitoring data to isolate root causesReproduce technical issues in sandbox environments and provide engineering with clear steps, evidence, severity, and customer impactResolve escalated cases through Zendesk, Salesforce, or similar support platforms while meeting response and resolution targetsWrite and maintain technical documentation, runbooks, troubleshooting guides, and API support contentUse tools such as Postman, cURL, SQL, Git, and browser developer tools to validate integrations and diagnose failuresIdentify recurring issues, recommend product or process improvements, and communicate trends to engineering, product, and support leadership What We Are Looking For 3-6 years of experience in technical support, solutions engineering, site reliability, systems administration, or a related customer-facing technical roleStrong understanding of web technologies and integrations, including REST APIs, JSON, HTTP, OAuth, webhooks, DNS, and SSO/SAMLHands-on experience troubleshooting cloud applications using logs, monitoring platforms, API clients, command-line tools, and basic SQLAbility to read and interpret application errors, network requests, configuration files, and scripting or programming codeExcellent written and verbal communication, with the ability to explain technical issues clearly to both technical and non-technical audiencesBachelor’s degree in computer science, information systems, engineering, or a related field, or equivalent practical experienceBonus: Experience with AWS or GCP, Kubernetes, Python or JavaScript, observability tools such as Datadog or Splunk, and support platforms such as Zendesk or Salesforce