Technical Support Engineer

Technical Support Engineer

This role goes beyond basic support — it requires a deep technical understanding of our product, strong communication skills, and the ability to collaborate closely with engineering and product teams.

Key Responsibilities

• Issue Resolution

• Investigate, reproduce, and troubleshoot technical issues reported by customers through tickets, chats, or calls.

• Customer Communication

• Provide timely, clear, and empathetic updates to users throughout the resolution process.

• Documentation

• Create and maintain detailed support documentation, FAQs, and internal playbooks to streamline troubleshooting.

• Collaboration

• Work closely with Engineering and Product teams to escalate unresolved issues, track bugs, and prioritize improvements.

• Tools & Systems

• Use support tools (e.g., Zendesk, Freshdesk, Jira) and monitoring tools (e.g., Datadog, Sentry) to manage and track issues.

• Feedback Loop

• Act as the voice of the customer — share recurring problems, feature requests, and pain points with internal teams.

What We’re Looking For

• 2–5 years of experience in technical support, system administration, or related technical roles
• Strong problem-solving skills and ability to debug APIs, logs, or platform behavior
• Working knowledge of Linux, networking concepts, and basic scripting (Shell, Python, etc.)
• Experience working with web technologies (REST APIs, databases, cloud infrastructure)
• Excellent communication and customer-handling skills
• Prior experience supporting SaaS or enterprise platforms is a plus

Nice to Have

• Familiarity with tools like Postman, Jira, Confluence, or monitoring platforms
• Exposure to AWS, GCP, or Azure environments
• Understanding of CI/CD pipelines and DevOps workflows
• Experience with SQL or data investigation tools