Technical Support Engineer

About The Role The role is the technical backbone of the customer support organization, owning escalations that go beyond first-line triage — debugging API integrations, diagnosing infrastructure and networking issues, and reproducing complex defects across Linux, SQL, and cloud-hosted environments. This role matters because enterprise customers measure the company by how fast hard problems get solved. The engineer works directly with engineering and product teams to turn escalations into fixes, reduce repeat tickets, and keep customers running at scale. Key Responsibilities Own technical escalations end-to-end, from initial diagnosis through resolution and customer follow-up Debug issues across Linux environments, REST APIs, databases (SQL), and cloud infrastructure (AWS or GCP) using logs, metrics, and trace tooling Reproduce reported defects, write clear bug reports with diagnostics, and partner with engineering to drive fixes to closure Respond to and resolve Priority 1 incidents, coordinating cross-team communication during outages Contribute to internal runbooks, knowledge base articles, and troubleshooting guides that raise the whole team's technical bar Analyze ticket trends to identify systemic issues and propose product or process improvements Participate in a rotating on-call schedule for after-hours critical support What We Are Looking For 3-6 years of technical support, systems administration, or support engineering experience in a SaaS or infrastructure environment Strong hands-on proficiency with Linux, SQL, and reading/debugging API requests and responses (Postman, curl, etc.) Experience with monitoring and observability tools (Datadog, Splunk, or similar) and ticketing systems (Zendesk, Salesforce, or Jira Service Management) Solid scripting ability in Bash, Python, or similar for automating diagnostics Clear written communication — able to explain complex technical issues to both engineers and non-technical stakeholders Comfortable owning high-stakes customer conversations during incidents without hand-holding Bonus: experience with Kubernetes, networking fundamentals (DNS, TLS, load balancing), or a background in software development