Technical Support Engineer

Job Summary

Serving as the primary technical expert for enterprise customers, the full-time remote Technical Support Engineer will manage critical incident resolution, troubleshoot complex software issues, and collaborate with cross-functional teams to ensure seamless operation of pricing systems.

Key responsibilities

• Lead technical incident resolution by serving as the primary customer contact for L2 and L3 issues, ensuring effective communication and swift resolution
• Execute deep technical investigations, including API diagnostics and database queries, to identify and resolve complex issues
• Proactively monitor customer health metrics and participate in User Acceptance Testing to maintain system reliability and enhance support processes

Required qualifications

• 3+ years of experience in customer support for a B2B SaaS application, handling L1, L2, or L3 issues
• Foundational knowledge of core development technologies such as Java, JavaScript, MySQL, NoSQL, and Python
• Familiarity with cloud environments, including AWS and associated services like AWS S3 and Cloudwatch
• Prior experience using tracking tools like JIRA and Zendesk for managing support tickets
• Ability to communicate technical concepts clearly to diverse audiences, maintaining composure under pressure