Technical Support Engineer
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Job Summary
Owning Level 1 and Level 2 support tickets, the full-time remote Technical Support Engineer will diagnose and resolve platform issues across the Portal, SSO, API, and integrations while collaborating with global customers and internal teams to enhance the user experience.
Key responsibilities
- Diagnose, troubleshoot, and resolve Level 1 and Level 2 tickets across various platforms
- Document and escalate Level 3 issues to appropriate teams while maintaining clear communication with customers
- Contribute to the knowledge base by creating articles for common platform issues and flagging potential bugs for resolution
Required qualifications
- 1+ years of experience in technical support or a customer-facing technical role, preferably in a SaaS environment
- Demonstrable programming knowledge, including the ability to read code and debug issues
- Familiarity with SSO (such as SAML and OIDC), REST APIs, and third-party integrations
- Strong analytical and troubleshooting skills
- A continuous-learning mindset with a proactive, customer-focused approach
Complete Job Description
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