Technical Support Engineer

Job Description

About the Role

We are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States.

In this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution.

You will work closely with customers, Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the overall customer support experience.

Responsibilities:

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• Handle customer tickets at all complexity levels — from routine data inquiries to complex compliance and technical investigations — with full ownership from first response to closure.
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• Collaborate closely with R&D, Product Management, Customer Success, and Operations teams
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• Monitor and maintain SLA commitments for enterprise customers
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• Analyze customer environments, product behavior, APIs, and data flows to identify issues
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• Contribute to process improvements and operational excellence initiatives
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• Support customer onboarding, training sessions, and project-related activities when needed
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Requirements:

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• 3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies
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• Experience working cross-functionally with Product and R&D teams
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• Comfort handling compliance or regulatory-sensitive customer communications
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• Hands-on experience with customer support and ticketing platforms such as: Salesforce, Freshdesk, Jira.
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• Strong troubleshooting and analytical skills with experience investigating technical issues end-to-end
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• Experience working with: REST APIs, GraphQL, SQL, MongoDB.
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• Basic Python proficiency — comfortable running and reading Python scripts.
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• Strong critical thinking and problem-solving abilities
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• Ability to manage multiple priorities in a fast-paced environment
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• Excellent communication and stakeholder management skills
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Preferred Qualifications

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• Experience supporting enterprise or governmental customers
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• Experience in data-driven or intelligence platforms
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• Knowledge of SaaS infrastructure, integrations, and cloud environments
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• Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.
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Location: Washington DC — 3 Days at the office is a must!