Technical Support Engineer at Wix2

Base44, a hyper-growth AI startup recently acquired by Wix, is looking for a driven and collaborative Technical Support Engineer to join our escalation team. This is a fantastic opportunity to be a key player in a fast-paced, innovative environment where your work directly contributes to the success of our product. As a Tech Support Engineer, you'll be on the front lines, providing expert technical support and troubleshooting complex issues for our users. You'll have a significant impact on our users and the growth of our product and will: • Provide timely, high-quality support to users: triage, troubleshoot, and resolve product issues with clear, empathetic communication. • Reproduce, diagnose, and document technical problems end-to-end, including precise repro steps, logs, screenshots, and expected vs. actual behavior. • Work hands-on in the product to understand features, identify pain points, validate fixes, and regularly test new flows; provide actionable feedback. • Investigate API and integration issues using tools like Postman and browser DevTools (Network/Console); analyze headers, payloads, status codes, and errors. • Collaborate closely with Engineering and Product to scope, prioritize, and escalate issues with strong context and impact assessment. • Proactively surface patterns and emerging trends; raise risks/flags early and suggest product or documentation improvements. • Create and maintain clear runbooks and knowledge base articles to improve self-serve and reduce repeat incidents. • Uphold security and data-handling best practices when working with user data, credentials, or logs. • Participate in incident handling and post-incident reviews; help drive down MTTR and increase reliability. • Contribute to a cohesive team culture—share context openly, mentor peers on tools and troubleshooting approaches, and continuously refine support workflows.