Technical Support Engineer

• Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues
• Educate customers on the best product usage, ensuring they maximize the value out of it
• Setup Zoom calls with customers to resolve issues, improve their experience, and enhance product adoption
• Support the customer success and sales teams on sales, retention, and expansion motions
• Work with our developers to identify defects and opportunities for product improvement
• Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure
• Provide an analysis of our existing customer base to avoid and minimize risks in the install base
• Define and inspire changes to our product with our development engineering team based on feedback from customers and customer usage
• Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do
• Provide support on weekdays and off-hours on an as‑needed and scheduled rotational basis

• At least 2 years of experience in technical support, software engineering, or another customer‑facing, technical role
• Excellent communication skills: business fluency in spoken and written English
• Customer Obsession: a passion to deliver a high‑quality customer experience
• Experience with modern ticketing and customer support systems
• Excellent problem‑solving skills with the ability to debug complex technical issues.
• Proficiency in at least one programming or scripting language (Nice to Have)
• Experience with code review processes and tools (Nice to Have)
• Familiarity with observability, RCA, and debugging practices and tools (Nice to Have)
• Strong understanding of modern software development practices, version control systems, and the software development ecosystem (Nice to Have)
• Knowledge of customer success, sales, and professional services (Nice to Have)
• Bachelor’s degree (or equivalent) in computer science, engineering, mathematics, or another technical field (Nice to Have).

Demonstrates strong technical support capabilities with a focus on troubleshooting, debugging, and enhancing customer experience. Proficient in customer success strategies and familiar with modern software development practices.

• Technical Support Experience
• Excellent Communication Skills
• Problem‑Solving Skills
• Customer Success Knowledge
• Proficiency in Programming or Scripting Language

• Troubleshooting
• Debugging
• Software Development Practices
• Code Review Processes
• Version Control Systems

• Customer Obsession
• Excellent Communication

• Bachelor’s Degree in Computer Science
• Bachelor’s Degree in Engineering
• Bachelor’s Degree in Mathematics

• Customer Success
• Sales
• Professional Services

• Ticketing Systems
• Customer Support Systems
• Observability Tools
• RCA Practices