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