Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Investigate and address customer issues related to various products and services.

• Analyze logs, API requests/responses, and database records to pinpoint root causes and facilitate resolutions.

• Provide support to customers, Customer Success Managers, and Operations teams regarding technical issues, product inquiries, and integration troubleshooting.

• Collaborate with Engineering and Product teams to escalate, reproduce, and resolve technical problems.

• Prioritize and manage issues according to customer impact and business requirements.

• Function effectively within a global team environment that spans multiple time zones.

• Manage, prioritize, and track customer issues utilizing Zendesk, Jira, and other ticketing systems.

⛳️ Requirements

• 2-4 years of experience in Technical Support, Technical Operations, or a comparable customer-facing technical role in a SaaS setting.

• Strong troubleshooting, analytical, and problem-solving capabilities.

• A collaborative team player with a mindset oriented towards supporting colleagues across different functions and regions.

• Availability to work in a global support setting and collaborate with teams across various time zones, including the EMEA region.

• Practical experience in writing and analyzing SQL queries.

• Familiarity with REST APIs and the ability to troubleshoot them effectively.

• Experience with ticketing and issue-tracking systems such as Zendesk and Jira.

• Proficient customer-facing skills with the ability to articulate technical concepts to both technical and non-technical audiences.

• Self-motivated, detail-oriented, and adept at managing multiple priorities.

• Experience with scripting or automation (e.g., Python) is a plus.

• Prior experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests is advantageous.

🏝️ Benefits

• Opportunities to lead initiatives, influence product direction, and advance into higher technical, customer-facing, or leadership roles.

• Chance to develop expertise in APIs, data analysis, digital risk intelligence, and SaaS technologies.

• Global team collaboration across various time zones.