Technical Support Engineer

About The Role The role sits at the intersection of customer trust and engineering, owning the resolution of complex technical issues for a large, demanding customer base in a cloud-based platform environment. You will debug production-scale problems spanning APIs, distributed systems, and integrations, and act as the technical voice of the customer to product and engineering teams. Key Responsibilities Own escalated technical tickets end-to-end, from initial triage through root-cause analysis and resolutionDebug issues across REST APIs, webhooks, authentication flows (OAuth, SSO/SAML), and third-party integrations using logs, traces, and network capturesReproduce customer issues in sandbox environments, write detailed bug reports, and escalate with clear impact and priority context to engineeringAuthor and maintain runbooks, internal knowledge base articles, and external documentation to reduce repeat ticketsAnalyze support trends using tools like Jira, Datadog, and SQL-based queries to identify systemic issues and drive fixes upstreamPartner with product and engineering on launch readiness, reviewing new features for supportability and edge casesMeet and improve SLA, resolution-time, and CSAT targets while managing a queue of technically complex cases What We Are Looking For 3-6 years in technical support, support engineering, or systems administration roles supporting developer-facing or B2B SaaS productsStrong working knowledge of HTTP, DNS, TLS, REST APIs, and debugging tools (curl, Postman, browser dev tools, tcpdump)Experience with ticketing systems (Zendesk, Salesforce, Jira Service Management) and observability platforms (Datadog, Splunk, or similar)Proficiency in at least one scripting or programming language (Python, Bash, or similar) for automating diagnosticsAbility to translate technical detail into clear communication for both engineers and non-technical stakeholdersBachelor's degree in Computer Science or related field, or equivalent practical experienceBonus: experience with Kubernetes, cloud platforms (AWS/GCP/Azure), CI/CD pipelines, or on-call incident response