Technical Support Engineer

About The Role
The Technical Support Engineer resolves complex customer issues across a cloud-based technology platform, with a focus on APIs, integrations, authentication, networking, and data workflows. The role combines structured troubleshooting with clear customer communication and requires the ability to move between application behavior, logs, configuration, and infrastructure-level symptoms.
You will own technical cases from initial diagnosis through resolution, reproduce issues in test environments, and work closely with engineering and product teams on defects and product gaps. The role matters because fast, accurate support protects customer operations and turns recurring issues into product and documentation improvements.
Key Responsibilities
Troubleshoot customer issues involving REST APIs, webhooks, SDKs, OAuth, SSO/SAML, DNS, HTTP, and common integration patterns
Analyze application logs, API responses, stack traces, network behavior, and database records to isolate root causes
Reproduce reported issues using tools such as Postman, cURL, browser developer tools, and sandbox environments
Manage technical cases in Zendesk, Salesforce, Jira, or similar systems, maintaining clear timelines, diagnoses, and customer-facing updates
Write and maintain runbooks, knowledge-base articles, integration guides, and internal troubleshooting documentation
Escalate verified defects and infrastructure incidents to engineering with detailed reproduction steps, logs, impact assessment, and relevant customer context
Identify recurring support trends and partner with product, engineering, and site reliability teams to reduce ticket volume and improve platform reliability
What We Are Looking For
3-6 years of experience in technical support, solutions engineering, site reliability, software engineering, or a closely related customer-facing technical role
Strong working knowledge of HTTP, REST APIs, JSON, webhooks, OAuth, SSO, DNS, TCP/IP, and common cloud application architectures
Hands-on experience troubleshooting SaaS integrations using tools such as Postman, cURL, browser developer tools, SQL, and log-search platforms
Ability to read and interpret code or scripts in at least one language, such as Python, JavaScript, Java, or Bash
Experience with ticketing and collaboration tools such as Zendesk, Jira, Salesforce, Slack, Datadog, Splunk, or comparable platforms
Excellent written and verbal communication, with the ability to explain technical findings to both developers and non-technical customers
Bachelor’s degree in computer science, information systems, engineering, or a related field; equivalent practical experience accepted. Bonus: cloud certifications, Kubernetes experience, familiarity with observability platforms, and experience supporting enterprise security or compliance workflows

Work arrangement
Yes