Technical Support Engineer

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

📋 Description

• Act as the main technical support liaison for customers and internal teams.

• Convey intricate technical ideas to both technical and non-technical audiences.

• Assist customer developers and administrators with API integrations, SSO setups, and LMS connectivity, including Canvas and Blackboard.

• Handle real-time customer engagements across various communication channels.

• Identify, replicate, and resolve application issues involving back-end systems, front-end behavior, and third-party integrations.

• Examine logs, analyze API payloads, and debug JavaScript and Python code snippets.

• Document and escalate verified bugs and product deficiencies to Engineering with detailed reproduction steps and impact assessment.

• Oversee incident communications and root cause documentation for outages and performance degradations affecting customers.

• Develop and sustain SQL and Metabase data dashboards to monitor trends and detect anomalies.

• Contribute to process enhancement and case deflection initiatives, including self-help resources and runbooks.

• Uphold service-level expectations for response and resolution times on escalated cases.

• Collaborate with Engineering, Product, QA, and Specialized Support regarding customer challenges and product enhancements.

• Mentor Support Specialists through technical advice, coaching, and knowledge sharing.

• Engage in QA testing cycles and product validation prior to release.

• Contribute to internal knowledge repositories and external support documentation.

⛳️ Requirements

• Over 5 years of experience in a Technical Support, Support Engineering, or Developer Support role within a SaaS environment.

• Strong troubleshooting capabilities across both front-end and back-end technologies.

• Proficiency in reading and interpreting JSON, XML, REST API payloads, and basic programming code, including JavaScript and Python.

• Practical experience in supporting SSO and LMS integrations such as Canvas and Blackboard, as well as third-party developer platforms.

• Expertise in writing and optimizing SQL queries.

• Familiarity with data visualization tools such as Metabase, Looker, or Power BI.

• Experience in documenting technical processes and creating customer-facing knowledge base articles.

• Exceptional communication skills with the ability to simplify complex issues into clear, actionable guidance.

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.

• Experience with educational technology platforms or proctoring systems.

• Understanding of cloud environments, preferably AWS, and CI/CD practices.

• Exposure to security or compliance-driven support settings such as SOC 2 and ISO 27001.

🏝️ Benefits

• Annual bonus of up to 5%.

• Unlimited PTO.

• Remote-first company.

• Choice of company-issued laptop.

• Healthcare benefits.

• Company matched 401k.