Technical Support Engineer

About the role

As a Technical Support Engineer, you will be a key technical point of contact within our Global Support Team. You will own customer issues end-to-end, dig into code and API-level problems, and help deliver consistently high-quality service to every customer. This is a hands-on technical role ideal for someone early in their career who enjoys solving technical problems, learning quickly, and growing into deeper technical ownership over time.

Responsibilities

• Customer Support & Resolution
  • Own and resolve a high volume of support tickets across multiple channels, meeting or exceeding SLAs for response and resolution.
  • Troubleshoot and diagnose technical issues, including configuration, integrations, and product behavior.
  • Represent the Summize Support Team, delivering gold standard customer service and acting as an extension of Customer Success, Implementation, and Development.
  • Escalate complex issues with clear, well-documented context when needed.
• Technical Debugging & Collaboration
  • Investigate issues hands-on – reading logs, reproducing bugs, and debugging problems at the code and API level.
  • Recreate complex issues, documenting clear reproduction steps and providing high-quality data to the Development team.
  • Partner with Development to verify bug fixes and test new features, ensuring product reliability and quality.
  • Use tools such as Postman or curl to test and troubleshoot API requests.
• Learning & Team Contribution
  • Build product and technical knowledge quickly, learning from senior engineers and applying best practices.
  • Share useful findings and contribute to a culture of learning, quality, and continuous improvement.
  • Help onboard and support peers as you grow in the role.
• Process Improvement & Enablement
  • Create and maintain help articles, FAQs, troubleshooting guides, and self-service support content.
  • Spot recurring issues and surface trends to product and engineering to help reduce future ticket volume.
  • Contribute ideas that drive support efficiency, scalability, and customer satisfaction.

Requirements

• 1 year previous experience in a technical support, QA, or similar customer-facing technical experience (within SaaS or enterprise software is preferred); however, strong recent graduates with solid technical fundamentals are also welcome to apply.
• Familiarity with REST APIs and tools such as Postman or curl for testing and debugging requests.
• Strong analytical and problem-solving skills, with the ability to break down technical challenges.
• Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, user-friendly guidance.
• Customer-centric mindset with a passion for delivering exceptional experiences.

Desirable Skills & Experience

• Familiarity with tools such as HubSpot, Azure DevOps, HaloCRM, or similar systems.

Benefits

• 26 days’ vacation plus flexible public holidays (increasing by one day per year of service, up to 30 days)
• Private healthcare, dental and vision insurance
• Employee Retirement Plan (401k) with matching
• Group Life Insurance benefit
• Access to discounts on travel, electronics, fashion, fitness, and more
• Rich learning and development opportunities supported through our Growth Mindset Fund
• Seaport-based offices with fantastic perks, including a fully stocked fridge, soft drinks and snacks
• Work from anywhere policy following one year of employment
• Employee share option scheme
• Regular social activities and events