Technical Support Engineer II - Federal

📋 Description

• End-to-end ownership of technical inquiries received across multiple channels (Slack, in-app chat
• Troubleshooting complex customer issues and providing guidance for both core applications (API
• Building, troubleshooting, documenting, and modifying workflows and/or on remote sessions with
• Serving as the Voice of the Customer by translating complex end-user challenges, bugs, and product
• Building strong cross-functional relationships across Support, Engineering, and Customer Success to
• Participating in a 24x7 on-call rotation for urgent customer support issues and related incident

🎯 Requirements

• 5+ years in technical support roles within SaaS environments, demonstrating progressive
• Demonstrated experience supporting customers in regulated government environments, with a strong
• Methodical approach to troubleshooting with strong analytical skills and logical thinking
• Deep understanding of modern web architectures, including HTTP methods, REST and GraphQL APIs, and
• Practical experience configuring and debugging enterprise authentication standards (SAML
• Hands-on experience deploying and debugging containerized applications with tools such as