Technical Support Engineer

About The Role

The Technical Support Engineer troubleshoots complex customer issues across a cloud-based technology platform, including APIs, integrations, authentication, networking, and data flows. The role combines hands-on investigation with clear customer communication, using logs, monitoring tools, and technical documentation to identify root causes and restore service.

You will serve as a technical bridge between customers, support, engineering, and product. The work matters because effective diagnosis, precise escalation, and strong feedback loops reduce resolution time, improve product reliability, and help customers operate critical workflows with confidence.

Key Responsibilities

Diagnose production issues involving REST APIs, webhooks, SDKs, SSO, OAuth, DNS, HTTP, and common cloud-service integrations

Analyze application logs, request traces, error messages, and monitoring data using tools such as Datadog, Kibana, Grafana, or equivalent

Reproduce customer issues in test environments, isolate root causes, and provide clear workarounds or permanent resolutions

Manage technical cases in a ticketing platform such as Zendesk, Salesforce Service Cloud, or Jira while meeting response and resolution targets

Write and maintain troubleshooting guides, runbooks, API examples, and internal knowledge-base articles

Escalate confirmed product defects with detailed reproduction steps, logs, impact assessments, and supporting evidence

Identify recurring failure patterns and partner with engineering and product teams to improve reliability, documentation, and self-service support

What We Are Looking For

3-6 years of experience in technical support, production operations, site reliability, QA engineering, or a related customer-facing technical role

Strong working knowledge of HTTP, REST APIs, JSON, webhooks, authentication methods, and network troubleshooting fundamentals

Hands-on experience querying logs and diagnosing distributed systems in cloud environments such as AWS, Azure, or Google Cloud

Ability to use SQL and scripting in Python, JavaScript, Bash, or a similar language to investigate issues and automate repetitive analysis

Experience with ticketing, incident-management, and observability tools such as Jira, Zendesk, PagerDuty, Datadog, Splunk, or equivalent

Bachelor’s degree in computer science, information technology, engineering, or a related field; equivalent practical experience accepted

Bonus: Experience supporting SaaS platforms, Kubernetes, SSO/SAML, database troubleshooting, enterprise integrations, or developer-facing products

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