Technical Support Engineer

About The Role
The role is the technical backbone of the customer support organization, tackling escalated issues that go beyond scripted answers — API integrations, authentication failures, data sync errors, and performance degradation in a cloud-based SaaS environment.
You will work directly with engineering to reproduce, diagnose, and resolve complex bugs, translating customer pain points into actionable technical context while maintaining the reliability customers depend on.
Key Responsibilities
Own escalated technical tickets end-to-end, from initial triage through root-cause analysis and confirmed resolution
Debug issues across REST APIs, webhooks, SSO/SAML, and third-party integrations using logs, tracing tools, and SQL queries
Reproduce reported bugs, write clear technical documentation, and file detailed reports to engineering with severity assessments
Maintain and expand internal knowledge bases, runbooks, and troubleshooting guides used by the broader support team
Analyze ticket trends to identify recurring product issues and advocate for fixes or self-service improvements
Partner with product and engineering teams in bug triage sessions and post-incident reviews
Meet and report on SLA, resolution-time, and customer-satisfaction (CSAT) targets
What We Are Looking For
3+ years of technical support, support engineering, or similar experience in a SaaS or cloud software environment
Strong troubleshooting skills across APIs (REST, Postman), HTTP, authentication protocols (OAuth, SAML), and databases (SQL)
Comfortable reading logs, stack traces, and code snippets to identify root causes
Experience with ticketing systems (Zendesk, Jira, ServiceNow) and observability tools (Datadog, PagerDuty, or similar)
Excellent written communication — able to explain technical concepts clearly to both engineers and non-technical customers
Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience

Work arrangement
Yes