Technical Support Engineer
About The Role The Technical Support Engineer helps customers deploy, integrate, and operate a cloud-based SaaS platform, troubleshooting API behavior, authentication, webhooks, data pipelines, and production incidents. The role combines hands-on debugging with clear customer communication. It partners with engineering and product to isolate defects, improve documentation, and turn recurring support issues into scalable solutions.
Key Responsibilities
Diagnose complex customer issues using application logs, API traces, SQL queries, browser developer tools, and observability platforms such as Datadog or Grafana Troubleshoot REST APIs, OAuth, SSO/SAML, webhooks, network requests, and third-party integrations across customer environments Manage technical cases from intake through resolution in tools such as Zendesk, Salesforce, or Jira, maintaining clear timelines and actionable updates Reproduce customer-reported defects in sandbox environments and provide engineering with concise steps, logs, payloads, and impact analysis Support incident response by assessing severity, coordinating escalations, and communicating status during customer-facing production issues Create runbooks, troubleshooting guides, and knowledge-base articles that reduce repeat cases and improve time to resolution Identify recurring failure patterns and share product, reliability, and tooling recommendations using case trends and support data What We Are Looking For 3-6 years of experience in technical support, solutions engineering, site reliability, system administration, or a related customer-facing technical role Strong working knowledge of HTTP, REST APIs, JSON, webhooks, DNS, TLS, authentication, and common SaaS integration patterns Proficiency with SQL and at least one scripting language such as Python, JavaScript, or Bash for investigation and automation Experience debugging distributed cloud applications using logs, metrics, traces, and tools such as Datadog, Grafana, Splunk, or similar Comfort working with ticketing, incident-management, and collaboration tools such as Zendesk, Jira, PagerDuty, and Slack Bachelor’s degree in computer science, information systems, engineering, or a related field; equivalent practical experience accepted Bonus: Experience with AWS or GCP, Kubernetes, SAML/OIDC identity providers, customer-facing incident management, or developer-platform support