Technical Support Engineer

About The Role

The Technical Support Engineer resolves complex customer issues across a cloud-based software platform, including API integrations, authentication, networking, data flows, and production behavior. The role combines structured troubleshooting with clear customer communication and requires the ability to move from symptoms to root cause.

The Technical Support Engineer resolves complex customer issues across a cloud-based software platform, including API integrations, authentication, networking, data flows, and production behavior. The role combines structured troubleshooting with clear customer communication and requires the ability to move from symptoms to root cause. You will work across support, engineering, product, and infrastructure teams to restore service, explain technical findings, and prevent repeat issues.

The team relies on detailed investigations, reproducible bug reports, and durable documentation to support customers at scale.

• Troubleshoot customer issues involving REST APIs, webhooks, OAuth, SSO/SAML, DNS, HTTP, JSON, and relational databases
• Analyze application logs, API responses, monitoring data, and customer configurations to isolate root causes
• Reproduce defects in test environments and create actionable engineering escalations with steps, logs, impact, and expected behavior
• Manage technical cases through Zendesk, Jira, or similar systems while meeting response-time and resolution targets
• Guide customers through integrations, deployment changes, configuration updates, and practical remediation steps
• Partner with engineering and infrastructure teams during incidents, validating fixes and communicating status to affected customers
• Create runbooks, troubleshooting guides, and knowledge-base content based on recurring issues and product changes

• 3-6 years of experience in technical support, solutions engineering, site reliability, systems administration, or a related customer-facing technical role
• Strong working knowledge of HTTP, REST APIs, JSON, OAuth, SSO/SAML, webhooks, DNS, and common networking concepts
• Proficiency with SQL and command-line tools for querying data, inspecting logs, and diagnosing system behavior
• Experience using support and engineering tools such as Zendesk, Salesforce, Jira, Confluence, Datadog, or comparable platforms
• Clear, concise written and verbal communication with the ability to explain technical concepts to both engineers and non-technical customers
• Bachelor’s degree in computer science, information systems, engineering, or equivalent practical experience
• Bonus:
  Experience with AWS or GCP, Python or JavaScript, Kubernetes, incident response, and supporting developer-facing SaaS products