Summary
✨ AI‑Generated
Join a technical support engineering team responsible for resolving complex issues across a cloud-based software platform. You will troubleshoot APIs, authentication, networking, data flows, and production behavior, analyze logs and monitoring data, reproduce defects, and communicate actionable findings to engineering teams.
Highlights
Solve complex technical customer issues while working closely with support, engineering, product, and infrastructure teams. The role emphasizes deep troubleshooting, root-cause analysis, reproducible investigations, and durable documentation.
Description
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.
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.
Key Responsibilities
Troubleshoot customer issues involving REST APIs, webhooks, OAuth, SSO/SAML, DNS, HTTP, JSON, and relational databasesAnalyze application logs, API responses, monitoring data, and customer configurations to isolate root causesReproduce defects in test environments and create actionable engineering escalations with steps, logs, impact, and expected behaviorManage technical cases through Zendesk, Jira, or similar systems while meeting response-time and resolution targetsGuide customers through integrations, deployment changes, configuration updates, and practical remediation stepsPartner with engineering and infrastructure teams during incidents, validating fixes and communicating status to affected customersCreate runbooks, troubleshooting guides, and knowledge-base content based on recurring issues and product changes
What We Are Looking For
3-6 years of experience in technical support, solutions engineering, site reliability, systems administration, or a related customer-facing technical roleStrong working knowledge of HTTP, REST APIs, JSON, OAuth, SSO/SAML, webhooks, DNS, and common networking conceptsProficiency with SQL and command-line tools for querying data, inspecting logs, and diagnosing system behaviorExperience using support and engineering tools such as Zendesk, Salesforce, Jira, Confluence, Datadog, or comparable platformsClear, concise written and verbal communication with the ability to explain technical concepts to both engineers and non-technical customersBachelor’s degree in computer science, information systems, engineering, or equivalent practical experienceBonus: Experience with AWS or GCP, Python or JavaScript, Kubernetes, incident response, and supporting developer-facing SaaS products
