Technical Support Engineer

📋 Description

• Manage escalations between Support and Engineering: Review complex support cases, reproduce
• Own issues through resolution: Track escalated cases from investigation to deployment, coordinate
• Conduct advanced technical troubleshooting: Investigate complex configuration, data, integration
• Use technical tools to isolate problems: Analyze logs and monitoring data with tools such as Kibana
• Resolve issues independently where possible: Distinguish software defects from configuration or
• Identify recurring problems and drive improvements: Monitor defect patterns, quantify their impact

🎯 Requirements

• Professional experience: At least 5 years of experience in SaaS technical support or a comparable
• Advanced troubleshooting skills: Demonstrated ability to investigate complex software issues
• Technical knowledge: Working knowledge of SQL, REST APIs, integrations, SSO, MFA, OAuth, OpenID
• Monitoring and diagnostic tools: Experience with log analysis, application monitoring, and
• Analytical thinking: Strong problem-solving abilities, attention to detail, and the capacity to
• Communication and collaboration: Excellent written and verbal communication skills, with the

🎁 Benefits

• Competitive compensation: Salary details are not specified in the provided job description.
• Comprehensive benefits: Access to a competitive benefits package designed to support employee
• Flexible paid time off: A flexible PTO policy that allows employees to manage their time while
• Remote-first work environment: Flexibility to work remotely while collaborating with colleagues
• Learning and development: Tuition support, professional development opportunities, and resources to
• Lifestyle reimbursements: Financial support for eligible lifestyle-related expenses.