Summary
✨ AI‑Generated
Resolve complex customer issues across a cloud-based technology platform. You will troubleshoot APIs, authentication, webhooks, data flows, and production configurations using logs, SQL, browser tools, and observability platforms, while reproducing defects and identifying root causes.
Highlights
Hands-on technical role combining complex troubleshooting with customer communication and close collaboration across support, product, and engineering teams, with opportunities to improve products and documentation.
Description
About The Role
The Technical Support Engineer resolves complex customer issues across a cloud-based technology platform, including API integrations, authentication, webhooks, data flows, and production configurations.
The role combines hands-on troubleshooting with clear customer communication, using logs, documentation, and reproducible test cases to identify root causes.
You will work at the intersection of customers, support, product, and engineering.
The role matters because high-quality technical support protects customer trust, shortens time to resolution, and turns recurring issues into product and documentation improvements.
Key Responsibilities
Troubleshoot customer issues using logs, API requests, SQL queries, browser developer tools, and observability platforms such as Datadog or GrafanaInvestigate REST and GraphQL integrations, webhooks, OAuth, SSO/SAML, authentication failures, and unexpected application behaviorReproduce defects in test environments, isolate root causes, and create detailed escalation tickets with steps, logs, impact, and severityManage technical cases in Zendesk, Salesforce, Jira, or similar systems while meeting response-time and resolution targetsWrite and improve runbooks, API documentation, troubleshooting guides, and internal knowledge-base articlesPartner with engineering and product teams to identify recurring failure patterns and drive durable fixesCommunicate incident status, workarounds, and resolution steps clearly to customers and internal stakeholders
What We Are Looking For
3-6 years of experience in technical support, developer support, site reliability, systems administration, or a related customer-facing engineering roleStrong understanding of web technologies, HTTP, REST APIs, JSON, DNS, TLS, OAuth, SSO, and common integration patternsHands-on experience using SQL, shell scripting, Postman or curl, browser developer tools, and log-analysis or observability platformsAbility to diagnose issues across application, network, identity, and data layers without relying solely on engineering escalationClear written and verbal communication, with the judgment to explain technical problems to both developers and non-technical usersExperience working with ticketing, incident-management, and collaboration tools such as Zendesk, Jira, PagerDuty, Slack, or comparable platformsBachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent practical experience; Bonus: Python or JavaScript experience, Kubernetes or cloud infrastructure exposure, familiarity with event-driven systems and message queues, and experience supporting enterprise SaaS customers
