Technical Support Engineer
Job Summary
Bridging the gap between Support and Engineering, the full-time remote Technical Support Engineer will analyze complex client issues, manage escalations, and ensure effective communication between teams while driving resolutions to enhance client satisfaction.
Key responsibilities
- Serve as the main point of contact between Support and Engineering, ensuring escalations are complete and prioritized by client impact
- Lead investigations of technical issues, documenting root causes and utilizing various tools for analysis
- Identify recurring defects and process gaps, collaborating with Product and Engineering to implement permanent fixes
Required qualifications
- 5+ years in SaaS technical support or a similar client-facing technical role, with at least 2 years handling Tier 2/3 escalations
- Proven ability to troubleshoot complex software issues independently and document findings clearly
- Working knowledge of SQL, REST APIs, SSO/MFA/OAuth/OpenID, and web/network protocols
- Experience with log analysis or monitoring platforms and ticketing/issue-tracking systems (Zendesk and Jira preferred)
- Must be legally eligible to work in the United States or Canada
Complete Job Description
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