Technical Support Engineer

Job Summary

Seeking a full-time remote Technical Support Engineer, this role will serve as the primary technical contact for international carrier customers, investigating, diagnosing, and resolving complex issues at Tier 1 and Tier 2 levels while utilizing AI tools and SQL for data analysis.

Key responsibilities

• Diagnose and resolve issues across web application layers and perform SQL queries to validate data discrepancies
• Serve as the primary technical contact for customers, managing tickets end-to-end and providing clear documentation for major incidents
• Continuously improve technical knowledge and create knowledge base articles while responding to customer inquiries within SLA thresholds

Required qualifications

• 2-4+ years in a technical support, application support, or SaaS support role with a focus on issue resolution
• Intermediate SQL proficiency, including JOINs and subqueries, for independent data investigation
• Working knowledge of web application architecture and hands-on experience troubleshooting web-based applications
• Active use of AI tools in a professional context, demonstrating the ability to validate outputs and enhance problem-solving
• Bachelor's degree in Computer Science, Information Systems, or a related technical discipline, or equivalent experience