Technical Support Engineer

You'll

Technical Support Engineer

technically curious

Key Responsibilities

• Provide timely and effective technical support via email, chat, and calls
• Troubleshoot issues related to APIs, integrations, performance, and access
• Reproduce customer issues and document bugs for escalation to engineering
• Write knowledge base articles, FAQs, and documentation to reduce incoming queries
• Collaborate with engineering and product teams to resolve recurring issues
• Monitor support dashboards and meet defined SLAs and CSAT goals
• Assist in onboarding and training users where required
  Identify patterns and provide feedback for continuous product improvement

Must-Have Skills

• 14 years of experience in technical/customer support or engineering roles
• Strong problem-solving and troubleshooting abilities
• Experience with support tools (e.g., Zendesk, Freshdesk, Intercom)
• Understanding of web technologies (HTTP, REST APIs, browsers)
• Comfortable with logs, CLI tools, basic database queries (SQL)
• Excellent communication and documentation skills
• Ability to empathize with users and stay calm under pressure
  

Bonus Skills

• Familiarity with scripting (Python, Bash, or JavaScript)
• Experience supporting SaaS platforms or B2B tech products
• Exposure to DevOps or cloud platforms (AWS, GCP, Azure)
• Understanding of CI/CD or containerized apps (Docker, Kubernetes)