Support Engineer
Provides advanced technical support for enterprise B2B SaaS customers, resolving complex production issues, debugging Python and no-code agents, and building diagnostic automation. Requires 5+ years of technical support experience and proficiency with cloud platforms, APIs, identity systems, and observability tools.
About the job
Responsibilities
- Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom.
- Guide technical end users by debugging and refining custom-built Python and no-code agents.
- Provide Tier 2 advanced support for complex production issues through monitoring alerts.
- Drive technical investigations across the stack and escalate deeper technical issues to product and engineering teams.
- Gather and share platform feedback and feature requests with product and design teams.
- Build and maintain automated diagnostic tools and scripts to scale support operations and reduce resolution times.
Requirements
- 5+ years of experience providing technical support for an enterprise B2B SaaS organization.
- Deep technical proficiency with cloud technologies such as AWS and GCP, Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog.
- Strong skills in RESTful API debugging, integration, and usage for troubleshooting complex customer environments.
- Ability to work directly with customers to overcome product issues empathetically.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly.
- Ownership of technical issues from start to finish.
Nice to Have
- Experience with generative AI and large language models.
Benefits & Compensation
- Generous paid time off and company holidays.
- Comprehensive medical and dental insurance.
- Paid parental leave for all parents (16 weeks).
- Fertility and family planning support.
- Early-detection cancer testing through Galleri.
- Competitive pension scheme and company contribution.
- Wellness, learning and development, and work-life stipends.
- Company-wide and team off-sites.
- Competitive compensation and company stock options.
Skills
Python, AWS, GCP, SDKs, SSO, SCIM, Jira, Grafana, Datadog, REST APIs, Salesforce, Slack, Zoom, Generative AI, LLMs
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