Technical Support Engineer

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Take full ownership of the customer support queue from start to finish - including triage, reproduction, resolution, shipping, and closing.

• Write code on a daily basis using Typescript and Python for small fixes, integration adjustments, SDK patches, and any other requirements related to the ticket.

• Serve as a liaison between customers and engineering by providing clear reproductions, useful GitHub issues, and the ability to resolve issues independently.

• Engage in pre-sales discussions when a prospect encounters technical obstacles and assist them in real-time.

• Create public documentation and troubleshooting guides for frequently occurring issues.

• Manage customer health for the accounts you oversee, particularly following significant bugs or challenging scenarios.

• Utilize Composio to streamline ticket triage, customer communications, and operational runbooks.

⛳️ Requirements

• Experience in technical support.

• Proven experience in deeply technical support roles at a development tools, infrastructure, or API company.

• Ability to read stack traces, curl requests, and log lines to identify and diagnose bugs.

• Experience shipping code that goes into production.

• Customer-facing experience.

• Capability to conduct live debugging sessions with senior engineers while maintaining their trust.

• Comfort in blending support, sales-related discussions, and customer success outreach.

• Familiarity with AI technologies.

• Experience building with language models.

• Utilize LLMs to enhance triage, reproduction, and the writing of fixes.

• Strong writing skills to produce documentation and convey complex concepts clearly.

• Reside in North America, preferably within PST or EST time zones.

• Ability to build trust and acknowledge gaps in knowledge.

🏝️ Benefits

• None specified