About The Role
The role is the technical backbone of the customer support organization, owning escalations that require deep troubleshooting across APIs, cloud infrastructure, and integrations.
You will work with a distributed team of engineers and product managers to resolve complex technical issues, identify root causes, and drive systemic fixes that reduce ticket volume over time.
Key Responsibilities
Own and resolve escalated technical tickets involving REST APIs, OAuth flows, webhooks, and third-party integrations
Diagnose issues using logs, traces, and monitoring tools (Datadog, Splunk, or similar), reproducing failures in staging environments
Write clear, detailed bug reports and partner with engineering on root-cause analysis and permanent fixes
Create and maintain technical documentation, runbooks, and internal knowledge base articles
Serve as the technical point of contact during sev-1 incidents, coordinating communication between customers and engineering
Analyze ticket trends to identify recurring issues and advocate for product improvements with data
Contribute to developer-facing content including API guides, troubleshooting docs, and changelog updates
What We Are Looking For
3-6 years of technical support, SRE-adjacent, or support engineering experience in a SaaS environment
Strong working knowledge of HTTP, REST APIs, JSON, DNS, and TLS; able to debug with curl, Postman, and browser dev tools
Experience with ticketing platforms (Zendesk, Salesforce, Jira) and log analysis tools
Working knowledge of SQL and scripting (Python, Bash) for diagnostics and reporting
Excellent written communication — able to explain complex technical concepts to both engineers and non-technical customers
Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
Bonus: Experience with Kubernetes, AWS/GCP, or supporting a developer-facing API product; prior on-call or incident response experience