Technical Support Engineer

Job Details

• Location: Remote
• Experience: 2 - 4 Years
• Business Unit: Cimpress Technology
• Job Type: Employee
• Openings: 1

Role Description

Who We Are

Cimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized products for over 17 million global customers. Our Mass Customization Platform consists of modular, multi-tenant services. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. Just last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more.

Scope of the Role

The Technical Support Engineer is responsible for providing Level 2 application support, diagnosing and resolving technical issues, supporting customer requests and maintaining the health of production systems. The role works closely with Support, Engineering, Product and Manufacturing Operations teams to ensure high application availability and customer satisfaction.

Position Summary

We are seeking a customer-focused Technical Support Engineer to join our Fulfillment (MIS) Support team. In this role, you will provide Level 2 technical support for enterprise manufacturing applications, serving as the primary escalation point for Customers, Tier 1 Support and assisting Incident Management during production issues.

You will troubleshoot application, configuration, API and integration issues while contributing to documentation, monitoring and continuous improvement initiatives. This role is ideal for engineers looking to develop deep technical expertise in enterprise application support.

Key Responsibilities

• Provide Level 2 technical support by resolving escalated issues from Customer and Tier 1 support.

• Troubleshoot application, configuration, API and data-related issues.

• Analyze application logs, stack traces, monitoring s and system metrics.

• Escalate software defects to Engineering with detailed technical analysis.

• Support customer configuration requests and application functionality.

• Monitor production environments and respond to s.

• Participate in incident response and recovery activities.

• Support on-call production activities.

• Work closely with Engineering, Product, DevOps and Operations teams.

• Contribute to troubleshooting documentation, runbooks and knowledge articles.

• Share technical knowledge with Tier 1 Support.

• Identify recurring issues and suggest process improvements.

• Participate in automation initiatives.

• Contribute to post-incident reviews.

Technical Skills

Required

• Strong understanding of application support methodologies and incident management.

• Experience troubleshooting production applications and distributed systems.

• Ability to analyze application logs, error messages and stack traces to identify root causes.

• Knowledge about REST APIs, including querying, testing and troubleshooting API endpoints.

• Understanding of JSON request and response payloads.

• Knowledge of SQL for querying databases and troubleshooting data-related issues.

Preferred

• Working knowledge of AWS cloud services and cloud-native applications.

• Experience supporting RESTful JSON-based web services.

• Familiarity with Zendesk for ticket management.

• Experience using Confluence for technical documentation.

• Experience with Slack or similar collaboration platforms.

• Experience with Confluence, New Relic, Postman tools.
  

Soft Skills

• Problem-solving mindset.

• Strong communication skills.

• Customer-focused approach.

• Continuous learning attitude.

• Ability to work in fast-paced manufacturing environments.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or related field.

• 2–5 years of Application Support or Technical Support experience.

Working Hours & On-Call Support

• This position follows a standard 8x5 work schedule (Monday to Friday) aligned with business operating hours.

• The role requires participation in a 24x7 on-call support rotation to provide technical assistance for business-critical production incidents outside of regular working hours, including night, weekends and public holidays.

Why You'll Love Working Here:

Being at Cimpress means that you don’t see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work.

We're Remote-First:

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy, and trust in each other to work from home and the ability to operate when they are most productive empowers them to be their best. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently, we are enabled to hire remote team members in over 30 US States as well as several countries

in Europe, including Spain, Germany, the UK, the Czech Republic, the Netherlands, and Switzerland.

About Us:

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.

Equal Opportunity Employer:

Cimpress Tech, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status, or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

Skills

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Bachelor's degree in computer science, IT, or related field; 2-5 years application support experience; strong understanding of incident management, REST APIs, JSON, SQL; on-call rotation required.

Key Responsibilities

• providing technical support
• troubleshooting application issues
• monitoring production systems

Skills & Tools

REST APIs, JSON, SQL, AWS, Zendesk, Confluence, Slack, New Relic, Postman

Job Details

• Category: Information Technology
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — United States or Spain or Germany or United Kingdom or Czech Republic or Netherlands or Switzerland
• Languages: English

About Cimpress

A technology company that develops software for mass customization businesses. — Industry: Information Technology