About The Role
The Technical Support Engineer is the escalation tier for complex customer issues spanning APIs, integrations, networking, and cloud infrastructure — solving problems that front-line support can't, and doing it fast.
This role sits at the intersection of support and engineering: reproducing bugs, reading stack traces and logs, writing and reviewing SQL queries, and pushing fixes forward with the product and engineering teams. The work directly protects revenue, retention, and the customer experience for enterprise accounts.
Key Responsibilities
Own and resolve escalated technical tickets covering REST APIs, webhooks, authentication (OAuth, SSO/SAML), and third-party integrations
Debug issues using logs, browser dev tools, Postman, and query tools; produce clear reproduction steps and root-cause hypotheses for engineering handoffs
File, prioritize, and track bug reports through resolution, and communicate status and timelines to affected customers
Build and maintain internal knowledge base articles, runbooks, and troubleshooting guides to reduce future ticket volume
Partner with engineering on launch readiness, reviewing new features for supportability and edge-case risk
Contribute to on-call rotation for critical incidents, coordinating cross-team response and customer communications
Identify recurring issue patterns and present trends and improvement recommendations to product leadership
What We Are Looking For
3-6 years of technical support, solutions engineering, or comparable customer-facing technical experience
Strong troubleshooting skills across HTTP, APIs, DNS, TLS, and web application architecture
Comfortable reading code (Python, JavaScript, or similar) and writing basic scripts to debug or automate
Hands-on experience with ticketing platforms (Zendesk, Salesforce Service Cloud, or similar) and tools like Jira, Postman, and Splunk or Datadog
Excellent written communication — able to explain complex technical topics clearly to both engineers and non-technical stakeholders
Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
Bonus: Experience with cloud platforms (AWS, GCP, Azure), SQL and log analysis, Kubernetes, or prior work in a B2B SaaS support organization