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Mid LevelFull-timePythonRustAWSGCPAzureREST APIAPI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer (TSE) who will do technical problem-solving for our customers and internal teams. This role bridges the gap between customers, operations, and engineering by troubleshooting platform issues, investigating data and integration problems, and ensuring timely resolution while maintaining strong SLAs.
Key Responsibilities
- →Own and manage technical support tickets from intake to resolution using tools such as Zendesk / Jira.
- →Investigate and resolve platform issues, data discrepancies, automation failures, and workflow errors.
- →Clearly document findings, root causes, and resolutions for each issue.
- →Provide timely updates to customers and internal stakeholders to ensure transparency and confidence.
- →Analyze logs, API responses, database records, and system behavior to identify root causes.
- →Perform SQL queries and data validation to support investigations.
- →Work closely with Engineering, Operations, Product, and Customer Success teams to resolve complex issues.
- →Create and maintain internal documentation, runbooks, and troubleshooting guides.
Requirements
- ✓0-2 years of experience in Technical Support, Application Support, or Production Support for a SaaS platform.
- ✓Strong understanding of REST APIs, HTTP methods, status codes, JSON payloads, and API debugging (Postman, curl, etc.).
- ✓Hands-on experience with SQL for data analysis and troubleshooting.
- ✓Familiarity with cloud-based environments (AWS, GCP, or Azure).
- ✓Experience using ticketing and issue-tracking tools (Zendesk, Jira, ServiceNow).
- ✓Experience supporting B2B SaaS products.
- ✓Understanding of SLAs, incident severity levels, and escalation management.
- ✓Excellent written and verbal communication skills.
- ✓Ability to explain technical issues clearly to non-technical stakeholders.
- ✓Strong ownership mindset with attention to detail.
- ✓Comfortable working with ambiguity and prioritizing effectively.
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