Technical Support Engineer

📋 Description

• Own incoming technical issues end to end, from first report to resolution.
• Resolve issues directly with the customer or debug them using internal tools, acting as a filter
• Coach users through product gaps to prevent recurring questions.
• Confirm bugs with certainty and report them to R&D with clear reproduction steps and context.
• Own the technical onboarding of each new pilot, from kickoff to go-live, hitting committed
• Work with enterprise IT to set up SSO and identity provider access (Okta and other IdPs), ensuring

🎯 Requirements

• Native or near-native English, comfortable leading calls with US customers ranging from end users
• Experience in a technical support, support engineering, IT, or implementation role, ideally at a
• Hands-on IT experience with SSO and identity providers (Okta, Microsoft Entra ID or similar)
• Strong Mac and Windows troubleshooting skills, including desktop app installs, OS-level permissions
• Experience with CRM administration or integrations (e.g., Salesforce, HubSpot), particularly
• A structured debugging approach to separate user error from real bugs using logs, reproduction