Technical Support Engineer

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About the Role

We are seeking a Technical Support Engineer to strengthen our customer support function and ensure users get the best possible experience with our platform. This role is central to delivering seamless technical support, driving customer satisfaction, and helping scale our support processes as we grow.

If you have a strong technical foundation, enjoy problem-solving, and are motivated by making a real difference in how customers engage with a product, this position offers a chance to work on impactful challenges in a collaborative, fast-paced environment.

Responsibilities

• Take ownership of customer issues, coordinate with internal teams, and ensure timely resolution.
• Troubleshoot technical problems by analysing root causes, preventing recurrence, and working within defined SLAs.
• Manage service levels during business-critical situations by proactively handling urgent cases.
• Collaborate with engineering teams to resolve complex issues and enhance product quality.
• Monitor system health using logs, metrics, and alerts, and act promptly when issues occur.
• Document troubleshooting steps, solutions, and processes for knowledge sharing.
• Contribute to product documentation, training content, and clear user-facing communication.
• Translate customer feedback into actionable requirements for the engineering team.
• Build scalable support processes, including ticketing workflows and SLA tracking.
• Mentor new team members as the support team expands.

Qualifications

• Previous experience in technical support, customer support, or data-related roles, ideally in a B2B SaaS environment.
• Familiarity with the modern data stack (ETL, storage, BI tools, or related technologies) is a strong advantage.
• Proven troubleshooting skills with the ability to resolve software-related issues and manage escalations.
• Strong analytical skills with the ability to use logs, metrics, and monitoring tools to debug problems.
• Excellent communication skills for documenting processes and engaging with users effectively.
• Experience with at least one programming language such as Python, Java, or PHP is a plus.
• Curiosity, adaptability, and a continuous learning mindset to stay updated with evolving technologies.
• Ability to collaborate across teams and time zones, with strong attention to detail.

What We Offer

• Remote-first work environment.
• Opportunity to work on real-world challenges in data and SaaS ecosystems.
• Exposure to cutting-edge tools and modern support practices.
• A collaborative culture that values customer success, technical excellence, and continuous learning.