Technical Support Engineer

About The Role

The Technical Support Engineer acts as the crucial bridge between customer-facing operations and the core engineering team, diagnosing and resolving complex technical issues for enterprise clients.

This role involves deep-diving into APIs, system logs, database queries, and network configurations to resolve platform-level escalations while ensuring the reliability of system integrations.

• Investigate, troubleshoot, and resolve high‑severity technical escalations from enterprise customers within established SLA timelines
• Analyze application logs, API payloads, database queries, and network traffic to identify root causes of system anomalies
• Develop, test, and document code workarounds or script patches to unblock customers before official product releases
• Escalate validated bugs and system regressions to the backend and infrastructure engineering teams with detailed reproduction steps and logs
• Build and maintain internal troubleshooting tooling, runbooks, and diagnostic scripts to automate repetitive support workflows
• Conduct technical post‑mortems for major customer incidents and recommend product observability improvements to engineering leadership

• 3-5 years of experience in a technical support, developer support, or systems engineering role supporting B2B SaaS platforms
• Strong proficiency in reading and debugging code in at least one modern language such as Python, JavaScript, or Go
• Hands‑on experience writing advanced SQL queries and navigating relational (PostgreSQL, MySQL) or non‑relational databases
• Solid understanding of REST APIs, webhooks, JSON, and network protocols (HTTP/S, DNS, TCP/IP, SSL/TLS)
• Experience with cloud infrastructure monitoring and logging tools such as Datadog, Splunk, Kibana, or New Relic
• Bachelor's degree in Computer Science, Information Technology, or a equivalent technical field
• Bonus:
  Experience with containerization technologies (Docker, Kubernetes) or infrastructure as code (Terraform)