Technical Support Engineer
Scale.jobs
About The Role The Technical Support Engineer serves as the critical bridge between customers and the core engineering team, diagnosing and resolving complex technical issues with high-scale SaaS infrastructure. The Technical Support Engineer serves as the critical bridge between customers and the core engineering team, diagnosing and resolving complex technical issues with high-scale SaaS infrastructure. This role deeply investigates system anomalies, analyzes API integration failures, and reviews application logs to restore service quickly. The role ensures that critical technical friction is translated into actionable feedback for the product development lifecycle. Key Responsibilities Triage, troubleshoot, and resolve Tier 2 and Tier 3 technical support tickets from enterprise customers within established SLA parameters. Inspect server logs using Kibana or Datadog to identify errors, latency bottlenecks, and misconfigured API requests. Write and execute SQL queries to investigate data inconsistencies and verify database state during root-cause analysis. Reproduce complex bugs in local environments and document reproducible steps in Jira for the core engineering team. Create and maintain internal technical runbooks and external knowledge-base documentation for common developer-facing integrations. Participate in an on-call rotation to address high-severity, production-impacting incidents during off-business hours. What We Are Looking For 3-5 years of experience in a technical support engineering, application support, or systems administration role. Strong proficiency in reading and writing SQL queries, with solid knowledge of relational databases like PostgreSQL or MySQL. Hands-on experience reading and debugging code in at least one modern language such as Python, JavaScript, or Ruby. Familiarity with REST APIs, protocols, webhook architectures, and developer browser tools. Excellent technical writing and communication skills, with the ability to explain complex concepts to non-technical users. Bonus: Experience with AWS/GCP cloud services, Docker containers, Kubernetes, or Zendesk/Jira Service Desk integration workflows. #J-18808-Ljbffr Scale.jobs
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