Technical Support Engineer

Job Description

Key Responsibilities Serve as the first-line technical support agent for customers. Troubleshoot and resolve issues related to our APIs, SDKs, and platform integrations. Liaise between customers and internal engineering teams, clearly communicating technical issues and updates. Take ownership of technical issues and drive them to resolution. Contribute to support documentation and knowledge bases to reduce friction and enable customer self-service. Partner with the sales and product teams to ensure smooth handoff and continued success across the customer lifecycle. Contribute to customer success by supporting key accounts and building long-term relationships. Maintain accurate records in our ticketing system and help improve support documentation. Support onboarding of new customers with technical setup and best practices. Requirements Strong understanding of APIs, SDKs, and developer tools. Familiarity with cloud infrastructure (AWS, Azure, Google Cloud), including hosting and software installation. Prior experience as a software developer or engineer (preferred). Exceptional communication skills with the ability to explain technical concepts clearly to non-technical stakeholders. Proactive, customer-centric mindset with a track record of supporting and retaining key accounts. Excellent problem-solving skills and the ability to independently debug and resolve technical issues. Outstanding communication skills — both written and verbal — to explain complex issues in simple terms. Comfortable working with international customers across time zones. Organized, detail-oriented, and able to manage multiple support tickets and client relationships simultaneously. Preferred Qualifications Experience in B2B SaaS or developer-focused products. Experience with RESTful APIs, WebRTC, or real-time communication platforms. Familiarity with mobile and web development environments (iOS, Android, JavaScript). Knowledge of HIPAA-compliant systems or experience in healthcare tech (a plus). Show more Show less