Technical Support Engineer

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

📋 Description

• Address technical challenges and deliver advanced support directly to clients, including assistance for fal’s platform (APIs, UI issues, and troubleshooting errors).

• Provide support to users across various products through email, chat, and Slack.

• Diagnose integration problems, including issues related to authentication (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations.

• Evaluate API logs, error notifications, and request/response payloads to determine root causes.

• Administer support tickets by responding within SLA timeframes, appropriately escalating complex issues, and keeping detailed case records.

• Replicate, escalate, and document bugs or edge cases in partnership with the engineering team.

• Offer structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues, acting as an internal advocate for customer concerns and product enhancements.

• Assist in testing and validating new features, releases, and infrastructure adjustments prior to deployment in production.

• Create and maintain technical documentation, including use case guides, how-to examples, FAQs, solutions for common errors, and documentation of issues and resolutions for the knowledge base.

• Enhance developer documentation to facilitate as much self-service integration as possible.

⛳️ Requirements

• Strong analytical thinking, technical problem-solving capabilities, and a methodical approach to resolving technical issues across web platforms, cloud environments, and enterprise software.

• Experience in supporting and troubleshooting REST APIs and backend services, including direct engagement with REST APIs and authentication processes (OAuth2, API keys).

• Familiarity with monitoring, logging, and observability tools to support production systems.

• Knowledge of AI platforms, machine learning systems, or data-heavy applications.

• Excellent written and verbal communication skills, with the ability to clearly and empathetically articulate complex technical concepts to both technical and non-technical stakeholders/users in English.

• Experience providing technical support with a customer-centric approach, demonstrating patience, empathy, and a focus on user success.

• Strong technical writing skills, with experience in creating and maintaining user guides, FAQs, and troubleshooting documentation.

• Proven ability to prioritize effectively, respond promptly to critical issues with a sense of urgency, and maintain composure under pressure.

• Capacity to work independently and collaboratively, managing multiple concurrent support cases while ensuring quality and meeting response time commitments.

• Self-motivated individual who can identify process improvements and proactively tackle recurring issues (Initiative).

• Familiarity with tools such as Slack, Linear, Notion, and GitHub.

• Understanding of authentication protocols such as REST APIs, OAuth2, JWT, and API key authentication.

🏝️ Benefits

• Engaging and challenging work

• Competitive salary and equity options

• Numerous opportunities for learning and growth

• Regular team events and offsite activities