Technical Support Engineer

Job Summary

Owning the first line of customer experience, the full-time remote Technical Support Engineer will manage incoming tickets, triage issues, and collaborate with engineering to ensure high-quality support and documentation.

Key responsibilities

• Own incoming tickets in Pylon, resolving directly and triaging others as per workflows
• Collect and document necessary technical details for engineering handoff on bugs
• Recognize patterns in customer requests to provide contextual feedback to the Product team

Required qualifications

• 5+ years of experience in technical or customer support, handling real product issues
• Familiarity with ticketing platforms like Pylon
• Proactive troubleshooting mindset with a focus on understanding root causes
• Experience in gathering technical details such as logs and reproduction steps
• Demonstrated ability to write and maintain technical documentation and help content