Technical Support Engineer

About The Role The role serves as the technical escalation point for complex customer issues, diagnosing and resolving intricate software and infrastructure problems at scale. The team bridges the gap between customer success and core engineering, turning deep technical investigations into permanent product improvements. Key Responsibilities Diagnose and resolve complex technical issues involving APIs, databases, and distributed systems Analyze application logs, network traces, and stack traces to isolate root causes of software defects Reproduce customer scenarios in staging environments and document precise bug reports for engineering teams Contribute to and maintain internal technical documentation, runbooks, and public-facing knowledge base articles Partner with product and engineering to advocate for customer-impacting fixes and feature requests Manage ticket escalation queues, ensuring timely response and resolution times aligned with SLAs What We Are Looking For 3-5 years of experience in technical support, systems administration, or software engineering Strong proficiency in debugging web technologies, RESTful APIs, and SQL databases Familiarity with cloud infrastructure platforms such as AWS, GCP, or Azure Excellent written and verbal communication skills with the ability to explain complex technical concepts to non-technical stakeholders Experience using modern ticketing and support platforms like Zendesk, Jira, or Salesforce Bonus: Bachelor's degree in Computer Science or related field, experience with scripting in Python or JavaScript #J-18808-Ljbffr