Technical Support Engineer
Job Summary
To support a growing enterprise customer base, the full-time Technical Support Engineer will manage end-to-end technical escalations, diagnose issues in production environments, and advocate for customers while collaborating with engineering teams.
Key responsibilities:
- Own technical escalations from triage through resolution across integrations and platform UI
- Debug issues in Fortune 500 production environments using logs, APIs, and agent traces
- Develop support processes, service level agreements (SLAs), and a knowledge base for customers and internal teams
Required qualifications:
- 5+ years in technical support or a similar role at a B2B SaaS company
- Experience scaling support processes, including SLAs and escalation paths
- Hands-on experience with AI in support work, such as triage and response drafting
- Proficient in Python scripting and working knowledge of SQL
- Fluency with support metrics and experience improving them
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