Tech Support Engineer

Responsibilities:
Investigate, troubleshoot, and resolve customer-reported technical issues.
Diagnose and resolve API-related issues, including authentication, integration, and performance problems.
Analyze API request/response logs and work closely with Engineering teams to identify root causes.
Write and maintain scripts (Python, Shell, JavaScript, etc. ) for automation, troubleshooting, and operational tasks.
Use SQL queries to analyze data, investigate issues, validate data integrity, and support production environments.
Monitor application health, logs, and system performance to proactively identify issues.
Collaborate with Product, Engineering, and Customer Success teams to drive issue resolution.
Document troubleshooting procedures, known issues, and resolutions in the knowledge base.
Manage support tickets and ensure timely resolution within defined SLAs.
Participate in incident management and post-incident analysis activities.
Requirements:
1-7 years of experience in Technical Support, Application Support, Production Support, or a similar role.
Strong experience troubleshooting REST APIs and web-based applications.
Hands-on experience debugging API integrations and analyzing request/response logs.
Proficiency in SQL, including joins, aggregations, filtering, and data validation.
Experience writing scripts using Python, Shell, JavaScript, or another programming language.
Familiarity with API testing tools such as Postman or Swagger.
Understanding of HTTP, JSON, authentication mechanisms (OAuth, API Keys, JWT), and web technologies.

Experience
1-5 yrs