Technical Support Engineer
Windward, Ltd.
- Technical Support EngineerWashington DC area · Full-time · Intermediate#### About The PositionAbout the RoleWe 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 skillsPreferred 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
- J-18808-Ljbffr Windward, Ltd.
Vacancy posted 1 day ago
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