Technical Support Engineer

About The Role The role serves as the technical escalation point for complex customer issues, diagnosing underlying software defects and infrastructure bottlenecks at scale. You will bridge the gap between customers and engineering, translating deep technical logs into actionable fixes and building internal tooling to streamline resolution. Key Responsibilities Diagnose and resolve complex technical issues involving API integrations, database queries, and cloud infrastructure Reproduce customer-reported bugs in staging environments and document steps clearly for software engineering teams Write scripts and internal tools to automate ticket triage, log parsing, and routine diagnostic workflows Partner with product and engineering to advocate for customer pain points and contribute to feature roadmaps Maintain technical documentation, runbooks, and knowledge base articles for emerging platform features Participate in an on-call rotation to handle critical, high-priority system outages and escalations What We Are Looking For 3-5 years of technical support, systems administration, or software engineering experience in a SaaS environment Proficiency in querying relational databases using SQL and analyzing application logs via tools like Datadog or Splunk Working knowledge of modern web technologies, RESTful APIs, JSON, and network protocols ( TCP/IP, DNS) Experience using ticketing systems and developer workflows (Zendesk, Jira, GitHub) Strong troubleshooting methodology and ability to communicate technical concepts clearly to both engineers and non-technical stakeholders Bonus: Experience with Python or Bash scripting, and prior background working with cloud infrastructure (AWS or GCP) #J-18808-Ljbffr Evlo AI