Technical Support Engineer

About the Role

We are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States.

In this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution.

You will work closely with customers, Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the overall customer support experience.

• Handle customer tickets at all complexity levels — from routine data inquiries to complex compliance and technical investigations — with full ownership from first response to closure.
• Collaborate closely with R&D, Product Management, Customer Success, and Operations teams.
• Monitor and maintain SLA commitments for enterprise customers.
• Analyze customer environments, product behavior, APIs, and data flows to identify issues.
• Contribute to process improvements and operational excellence initiatives.
• Support customer onboarding, training sessions, and project-related activities when needed.

• 3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies.
• Experience working cross-functionally with Product and R&D teams.
• Comfort handling compliance or regulatory-sensitive customer communications.
• Hands‑on experience with customer support and ticketing platforms such as Salesforce, Freshdesk, Jira.
• Strong troubleshooting and analytical skills with experience investigating technical issues end-to-end.
• Experience working with REST APIs, GraphQL, SQL, MongoDB.
• Basic Python proficiency — comfortable running and reading Python scripts.
• Strong critical thinking and problem‑solving abilities.
• Ability to manage multiple priorities in a fast‑paced environment.
• Excellent communication and stakeholder management skills.

• Experience supporting enterprise or governmental customers.
• Experience in data‑driven or intelligence platforms.
• Knowledge of SaaS infrastructure, integrations, and cloud environments.
• Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.

Washington DC — hybrid