Technical Support Engineer | Rotational Shift | Remote |

Overview:

Technical Support Engineer

voice, chat, and email

Key Responsibilities:

• Technical Issue Resolution: T

  roubleshoot and resolve complex product and integration issues involving

  RESTful APIs

  ,

  webhooks

  ,

  HTML/CSS rendering

  ,

  MySQL database queries

  , and application logic bugs.

• Customer Interaction:

  Deliver technical support through

  phone, email, and live chat

  in a global environment, ensuring SLAs are met and complex issues are escalated or resolved efficiently.

• Tool-Based Debugging & Analysis:

  Leverage advanced support tools including:

• Postman

  for API testing and payload validation

• Kibana/ELK stack

  for log analysis and tracing issues across microservices

• Jira

  for ticket management, bug tracking, and cross-team collaboration

• FTP/SFTP

  clients to access and retrieve diagnostic logs, configs, or integration scripts.

• Root Cause Analysis (RCA):

  Identify recurring issues and perform structured RCA to prevent future escalations. Contribute insights and recommend fixes to engineering.

• API Integration Support:

  Guide customers in implementing and troubleshooting integrations using

  CURL

  ,

  REST clients

  ,

  Webhook endpoints

  , and third-party services.
• Assist in validating request/response cycles and understanding authentication headers, payload schemas, and response codes.

• Internal Collaboration:

  Work closely with Engineering, DevOps, Product Management, and Customer Success teams to provide feedback loops, drive product improvements, and ensure faster resolution cycles.

• Documentation & Knowledge Management:

  Author and maintain detailed technical articles, SOPs, and FAQs to improve customer self-service options and reduce ticket volume.

Technical Environment Youll Work In

• Web Technologies: HTML, CSS, JavaScript basics for rendering and customization support

• Databases & Querying: MySQL, including writing SELECT queries for data validation, schema understanding, and performance-related insights

• APIs & Integrations: REST APIs, Webhooks, JSON, XML, OAuth tokens, API rate limits, and error code resolution (4xx/5xx series)

Tools:

• Postman: API testing and automation
• Kibana/ELK: Real-time log monitoring and debugging
• Jira/Confluence: Ticket management and internal documentation
• FTP Clients (FileZilla/WinSCP): File access, configuration retrieval
• CRMs or Support Platforms (e.g., Zendesk, Freshdesk): Ticketing interface