Technical Support Engineer

This is a fully remote position, open to applicants in Poland, +1 more country.

📋 Description

• Independently investigate and resolve intricate technical issues by utilizing logs, error messages, and monitoring tools.

• Use Postman to replicate customer REST API problems.

• Analyze API logs and convert errors into actionable tasks for engineering.

• Examine networking and security challenges related to DNS, reverse DNS routing, IP/domain verification, TLS configurations, and WAF detection.

• Leverage AI tools like Claude, Gemini, and Copilot to enhance investigations, log analysis, and workflows.

• Clearly and professionally communicate technical findings to enterprise customers in English.

• Be available during US Eastern Time business hours.

• Participate in infrequent, critical P1 incidents outside of regular hours to meet service level agreements (SLAs).

• Contribute to the growth of the global support team and help alleviate the operational burden on team leadership.

⛳️ Requirements

• At least 4 years of technical support experience in a B2B SaaS environment.

• Practical experience troubleshooting REST APIs with Postman, interpreting API logs, and understanding error messages.

• Strong foundational knowledge in networking, particularly DNS, reverse DNS, and IP/domain ownership verification.

• Proficient in reading and analyzing system logs.

• Outstanding written and verbal English skills for enterprise-level customer communication.

• Willingness and comfort in actively utilizing AI tools in daily troubleshooting tasks.

• Availability to commence work within a relatively short notice.

• Previous experience in a cybersecurity company or an Israeli startup is a plus.

• Familiarity with manually validating security findings using Nmap or investigating WAF and TLS issues is advantageous.

• Experience with database querying in SQL/NoSQL is beneficial.

• Knowledge of GCP and monitoring tools like Grafana is a plus.

• Advanced skills in AI automation, such as creating custom AI agents or utilizing Claude Code, are desirable.

• Experience in supporting large enterprise customers and collaborating within a globally distributed support team is a plus.

🏝️ Benefits

• Significant autonomy to investigate and resolve complex technical cases and potential product bugs independently.

• Encouragement and integration of AI tools in daily technical investigations and workflows.

• Direct influence on shaping enterprise issue handling and escalation processes.