We are looking for a Technical Support Engineer to provide expert-level troubleshooting for our platform. This is not a "help desk" role; it is a technical investigation role designed for those who enjoy digging into the "why" behind complex system failures. The ideal candidate will have a developer-adjacent mindset, with the ability to diagnose software and infrastructure issues across backend and frontend systems before they reach our core engineering team.The role requires a strong command of relational databases, SQL, API, and modern web technologies. You will act as the technical bridge between our success management team, enterprise customers and our internal development teams to ensure a seamless product experience.
Key Responsibilities:
- Be the technical point of contact for high-stakes enterprise accounts via tickets and chats.
- Conduct deep-dive root cause analysis for platform issues, ensuring high-fidelity resolution rather than temporary workarounds.
- Query and analyze relational databases (SQL) and inspect RESTful APIs to identify data discrepancies or integration failures.
- Debug frontend behavior using Browser DevTools and parse through application/server logs to identify stack traces and backend bottlenecks.
- Partner with customers on advanced configurations, technical customizations, and performance optimization.
- Provide "developer-ready" bug reports, including reproduction steps, log snippets, and suggested fixes, to the engineering team.
- Proactively identify patterns in technical debt or recurring bugs to drive long-term product reliability.
Experience:
- 2+ years in a high-tier customer-facing technical support or support engineering role, specifically within B2B SaaS.
- Demonstrated ability to troubleshoot complex full-stack applications (frontend and backend) where standard operating procedures may not exist.
Technical Skills:
- Relational Databases & SQL: Ability to write and execute SQL queries for troubleshooting and data analysis.
- APIs & Client-Server Communication: Understanding of RESTful architecture, payload structures, and modern authentication (OAuth, JWT, API Keys).
- Web Technologies: Expert-level use of browser debugging tools, as well as basic understanding of HTML, CSS, and JavaScript.
- Networking & Infrastructure: Understanding of DNS, HTTP/S protocols, caching, and session management.
- Log & System Analysis: Experience with log aggregation tools like Graylog to identify application issues.
- AI Proficiency: Demonstrated experience using AI tools to optimize troubleshooting workflows or automate documentation.
Soft Skills:
- A detective mindset focused on uncovering root causes rather than addressing symptoms.
- Ability to communicate complex technical issues clearly to non-technical stakeholders.
- Strong attention to detail and a customer-centric problem-solving approach.
- Fluent English (written and spoken).
What we offer:
- Technical Impact: You will own investigations end-to-end and directly contribute to the reliability of a platform used by real businesses.
- Modern Workflow: Work in an agile environment that embraces AI-assisted workflows and modern tooling.
- Premium Benefits that include:
- Additional health insurance
- Multisport card
- 22 days paid time off
- Work-from-home Fridays
Competitive Salary: A salary package aligned with your skills, experience, and impact.
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