Technical Support Engineer

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

📋 Description

• Take ownership of customer and partner issues from initial contact to resolution, ensuring adherence to established SLA targets throughout the process.

• Analyze data discrepancies, integration failures, and edge cases by examining logs, writing SQL queries, and replicating issues in lower environments.

• Apply safe and well-defined fixes (such as configuration updates, data corrections, or minor code adjustments) when appropriate, and escalate larger engineering tasks through Linear with clear context and reproduction steps.

• Act as the primary triage layer between Intercom (customer-facing) and the engineering team, ensuring all issues are addressed without oversight.

• Serve as the initial technical contact for embedded partners when integration challenges arise, communicating effectively, urgently, and in straightforward language.

• Maintain a structured voice-of-customer tracker: document any recurring issues monthly, identify patterns, and share insights with product and engineering teams to drive long-term solutions.

• Contribute to the creation of internal documentation and runbooks to facilitate quicker resolutions of common issues over time.

⛳️ Requirements

• 3–4 years of experience in technical support or application support within B2B SaaS or API-driven companies.

• Proficient in reading and debugging code (primarily TypeScript/Node.js/.NET/Postgres) - while you won't be building features, you should be able to trace issues within a production codebase and identify their origins.

• Strong understanding of REST APIs: familiar with authentication flows (OAuth, API keys), webhooks, pagination, and rate limits, and capable of debugging API request/response issues independently.

• Exceptional production debugging abilities using logs, metrics, and traces.

• Experience with RUM - capable of independently investigating issues in observability tools (e.g., Datadog, Grafana, CloudWatch, Sentry) and tracing problems across systems.

• Skilled in SQL - able to write queries to investigate data issues, check database statuses, and validate records autonomously.

• Familiarity with ticketing and escalation tools (e.g., Intercom, Linear, Jira, Zendesk).

• Excellent written communication skills: capable of explaining complex technical issues to a non-technical HR manager and then writing a precise bug report for an engineer.

• Strong sense of ownership - you regard open issues as your personal responsibility until they are fully resolved.

🏝️ Benefits

• Health Insurance via Kota with generous allowance.

• Workplace Pension with matched contributions up to 5% via Kota.

• WFH stipend to enhance your home office setup.

• 25 days of Paid Time Off (PTO) - work diligently and recharge completely.

• Annual company-wide offsite plus dedicated team offsite.

• Attractive stock options available for all employees.