Technical Support Engineer

About The Role The role serves as the technical escalation point for complex customer issues, bridging the gap between end users and engineering teams to diagnose and resolve systemic bugs. The team handles sophisticated software troubleshooting, API integrations, and log analysis to ensure high system reliability and customer retention. Key Responsibilities Investigate and resolve complex technical support tickets involving API integrations, database queries, and web application errors Analyze application logs, network traces, and stack traces to reproduce bugs and isolate root causes Escalate critical incidents to engineering and product teams with detailed technical reproductions and diagnostic data Build and maintain internal troubleshooting guides, diagnostic scripts, and public-facing knowledge base documentation Participate in on-call rotation to handle high-severity production issues and outage escalations Collaborate with engineering to improve product telemetry, error messaging, and diagnostic tooling What We Are Looking For 3-5 years of technical support, systems administration, or software engineering experience in a SaaS environment Proficient in reading logs and debugging web applications using tools like Datadog, Sentry, or Splunk Working knowledge of REST APIs, HTTP protocols, JSON, and basic SQL query writing Strong written communication skills with the ability to explain complex technical concepts to both engineers and non-technical stakeholders Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience Bonus: Familiarity with containerization (Docker, Kubernetes) and experience writing automation scripts in Python or JavaScript