Technical Support Engineer

Job Description

We are looking for a sharp and resourceful Technical Support Engineer who can troubleshoot issues, deliver timely resolutions, and be the technical voice customers trust. You’ll serve as the frontline for product-related queries, working closely with engineering and product teams to ensure excellent user experience and support reliability. Key Responsibilities Issue Resolution Investigate, diagnose, and resolve customer-reported technical issues via tickets, email, or live channels. Technical Troubleshooting Reproduce problems, analyze logs, and collaborate with the engineering team to identify root causes. Customer Communication Provide clear, professional, and empathetic communication to ensure customer satisfaction and confidence. Documentation & Knowledge Base Create and maintain technical documentation, FAQs, and support guides to reduce ticket volumes and improve customer self-service. Feedback Loop Capture recurring pain points and share product feedback with internal teams to influence roadmap decisions. Service Quality & SLAs Meet defined SLAs and contribute to team KPIs such as first response time, resolution time, and customer satisfaction. What We’re Looking For 2–5 years of experience in technical support, customer success, or system troubleshooting roles Strong knowledge of software systems, APIs, or cloud platforms Familiarity with debugging tools, log analysis, SQL queries, or browser/network tools Clear, concise communication and documentation skills A customer-first mindset with a sense of urgency and accountability Ability to manage and prioritize multiple cases in a fast-paced environment Show more Show less