Customer Support Engineer

Job Summary

Providing end-to-end technical support in a full-time remote capacity, the Customer Support Engineer will manage customer inquiries, resolve L3-level technical issues, and collaborate with internal teams to enhance product functionality during 24/7 night shifts.

Key responsibilities

• Handle all customer support requests through various channels, ensuring compliance with Service Level Agreements
• Own and resolve L3-level technical issues, including debugging and minor code fixes in Java, Python, and .NET
• Document the problem-solving process and collaborate with Engineering and Product teams to drive issue resolution

Required qualifications

• 3+ years of experience in L3 support level
• Strong programming knowledge in Java, Python, and .NET with hands-on debugging experience
• Solid understanding of REST APIs and experience with support tools like Freshdesk or Zendesk
• Proficiency in SQL and database concepts, including writing complex queries
• Knowledge of AI frameworks and LLMs such as OpenAI and Databricks