Technical Support Engineer

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

📋 Description

• Investigate and resolve issues reported by customers, reproducing problems and collaborating with team members as necessary.

• Utilize strong analytical and critical-thinking capabilities to address and solve complex technical challenges.

• Develop and sustain robust customer relationships through effective communication, professionalism, and an understanding of customer needs.

• Work in partnership with Product, Engineering, and Customer Success teams globally to facilitate smooth case management and knowledge exchange.

• Adopt a proactive stance toward customer satisfaction by identifying concerns early and eliminating technical obstacles.

• Escalate high-priority issues to management when necessary, ensuring visibility and prompt resolution.

• Spot opportunities for enhancing internal processes, documentation, and support workflows, and take initiative in implementing these enhancements.

• Deliver structured reporting and updates to provide visibility into ongoing issues and customer status.

⛳️ Requirements

• Over 3 years of experience as a Technical Support Engineer or Product Support Engineer.

• Experience in supporting or working with SaaS-based products.

• Strong problem-solving abilities, curiosity, and a passion for technology.

• Exceptional interpersonal and communication skills.

• Team-oriented mindset with a collaborative approach.

• Experience with APIs and cloud environments (AWS, Azure, etc.).

• Familiarity with observability tools like Datadog.

• Strong analytical, diagnostic, and problem-solving skills.

• Comfortable working independently as the first regional hire and contributing to process development.

• MUST: Native-level proficiency in English and Spanish.

• Bonus Skills: Experience with Python or Go.

• Experience with GCP, Grafana, or blockchain/digital asset infrastructure.

• Previous experience in startup or rapidly scaling environments.

• Experience in mentoring or establishing technical support practices.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.

• Comprehensive health and wellness benefits.

• Engaging company culture focused on innovation and teamwork.