Technical Support Engineer

About The Role The Technical Support Engineer resolves complex customer issues across cloud-based applications, APIs, integrations, authentication, and data flows. The role combines strong troubleshooting skills with clear customer communication, using logs, SQL, requests, and observability tools to identify root causes and drive issues to resolution. You will support customers at scale through ticketing and live escalation channels, while partnering with engineering and product teams on defects, documentation, and recurring technical problems. The role matters because fast, technically sound support protects customer trust and improves the reliability of the product for every user. Key Responsibilities Troubleshoot customer issues involving REST APIs, webhooks, SSO/SAML, OAuth, integrations, and application configuration Analyze logs, request traces, database records, and monitoring data using tools such as Datadog, Kibana, Postman, and SQL Reproduce technical issues in test environments, isolate root causes, and create detailed engineering tickets with clear impact and reproduction steps Manage escalations through Zendesk, Jira, or similar platforms while meeting response-time and resolution targets Guide customers through configuration changes, API usage, deployment workflows, and reliable workarounds Identify recurring failure patterns and partner with engineering and product teams to reduce ticket volume and improve product reliability Create and maintain troubleshooting guides, runbooks, internal documentation, and customer-facing knowledge-base content What We Are Looking For 3-6 years of experience in technical support, application support, solutions engineering, or a similar customer-facing technical role Strong working knowledge of REST APIs, JSON, webhooks, DNS, authentication, and common SaaS integration patterns Hands-on experience querying data with SQL and investigating logs, traces, and system behavior in cloud environments Experience with support and issue-tracking tools such as Zendesk, Salesforce Service Cloud, Jira, or equivalent platforms Clear, concise written and verbal communication, with the ability to explain complex technical issues to both technical and non-technical audiences Bachelor’s degree in computer science, information technology, engineering, or a related field; equivalent practical experience accepted Bonus: Experience with AWS or GCP, Kubernetes, Python or JavaScript scripting, SSO providers, and observability platforms such as Datadog, New Relic, or Grafana #J-18808-Ljbffr