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 position demands deep technical troubleshooting across APIs, cloud infrastructure, and databases to diagnose root causes and restore service rapidly.

Responsibilities

• Troubleshoot complex technical issues involving API integrations, database queries, and cloud environments
• Reproduce customer-reported bugs in staging environments and file detailed bug reports in Jira
• Analyze application logs using tools like Datadog or Splunk to isolate system errors
• Communicate technical resolutions clearly to both non-technical stakeholders and software engineers
• Contribute to internal and external technical documentation, runbooks, and knowledge base articles
• Participate in on-call rotations to handle high-priority production escalations

Requirements

• 3-5 years of experience in technical support, software engineering, or system administration
• Proficiency in reading and debugging code written in Python, JavaScript, or similar languages
• Strong working knowledge of RESTful APIs, HTTP protocols, and SQL database queries
• Hands-on experience with log management and monitoring tools such as Datadog, ELK, or Splunk
• Excellent written communication skills with the ability to explain technical concepts simply

Skills

• Bonus: Experience with AWS infrastructure and previous exposure to high-growth SaaS environments