Technical Support Engineer
Listed on 2026-10-18
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IT/Tech
IT Support, Technical Support, Cloud Computing: Infrastructure & Operations
The Role
The role sits at the intersection of customer experience and engineering, owning the resolution of complex technical issues across APIs, integrations, and cloud infrastructure. This is a hands‑on debugging role — reproducing failures, reading logs and stack traces, and delivering root‑cause answers, not ticket deflection.
AboutThe Role
The role sits at the intersection of customer experience and engineering, owning the resolution of complex technical issues across APIs, integrations, and cloud infrastructure. This is a hands‑on debugging role — reproducing failures, reading logs and stack traces, and delivering root‑cause answers, not ticket deflection.
The team is the technical backbone of the support organization, handling escalations that front‑line support can’t solve and feeding reproducible bug reports, documentation fixes, and product feedback directly to engineering.
Key Responsibilities- Own and resolve escalated technical tickets spanning REST APIs, webhooks, authentication flows (OAuth, SSO/SAML), and SDK integrations
- Debug issues using logs (Splunk, Datadog), database queries, and terminal‑based diagnostics in Linux environments
- Reproduce customer‑reported bugs, write detailed engineering escalation reports, and drive issues to resolution with the product team
- Author and maintain internal runbooks, knowledge‑base articles, and public developer documentation
- Serve as technical point of contact for high‑touch enterprise accounts during incidents and migrations
- Contribute to on‑call rotation for severity‑1 incident response and post‑incident communication
- Identify recurring issue patterns and advocate for product fixes with data‑backed reports
- 3‑5 years in technical support, support engineering, or a similar role at a SaaS or infrastructure company
- Strong troubleshooting skills across APIs (Postman, curl), HTTP, DNS, TLS, and JSON
- Working knowledge of SQL and comfort reading logs and code (Python, JavaScript, or similar)
- Experience with ticketing systems (Zendesk, Salesforce, Jira) and observability tools (Datadog, Pager Duty)
- Clear written communication — able to explain technical root causes to both engineers and non‑technical customers
- Bachelor's degree in CS, IT, or equivalent practical experience
- Bonus: experience with Kubernetes, cloud platforms (AWS/GCP), or a scripting/automation background that reduced manual support work
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