About The Role
The Technical Support Engineer is the escalation layer between front-line support and product engineering, solving the hardest technical issues customers hit in production environments — API integrations, authentication flows, data pipelines, and infrastructure configuration.
The role matters because retention depends on it: complex enterprise issues resolved quickly and root-caused properly directly drive renewals, expansion, and product quality.
Key Responsibilities
Own and resolve escalated technical tickets spanning REST APIs, webhooks, OAuth/SSO, and third-party integrations
Debug customer issues using logs, network traces (tcpdump/Wireshark), and query data in SQL or via internal tooling
Write detailed bug reproductions and escalation reports that engineering can act on directly
Build and maintain internal runbooks, troubleshooting guides, and knowledge-base articles
Collaborate with product and engineering to drive fixes, communicate workarounds, and close the loop with customers
Participate in a rotating on-call schedule for critical production escalations
Identify recurring issue patterns and advocate for product improvements with data
What We Are Looking For
3-5 years in technical support, support engineering, or a similar role at a SaaS or infrastructure company
Strong debugging skills across HTTP, APIs, DNS, TLS, and common web architecture
Working knowledge of SQL, Linux command line, and at least one scripting language (Python or Bash)
Experience with ticketing and observability tools (Zendesk, Jira, Datadog, PagerDuty, or similar)
Excellent written communication — able to explain complex technical issues to both engineers and non-technical stakeholders
Bachelor's degree in Computer Science or equivalent practical experience
Bonus: Experience with Kubernetes, cloud platforms (AWS/GCP), or customer-facing on-call rotations