Technical Support Engineer

Windward

Technical Support Engineer

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

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.
Collaborate closely with R&D, Product Management, Customer Success, and Operations teams
Monitor and maintain SLA commitments for enterprise customers
Analyze customer environments, product behavior, APIs, and data flows to identify issues
Contribute to process improvements and operational excellence initiatives
Support customer onboarding, training sessions, and project-related activities when needed

Requirements

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

Preferred Qualifications

Experience supporting enterprise or governmental customers
Experience in data-driven or intelligence platforms
Knowledge of SaaS infrastructure, integrations, and cloud environments
Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.

Location: Washington DC — hybrid

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Vacancy posted 1 day ago

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