Technical Support Engineer
Provides technical support to customer developers by troubleshooting API integrations, diagnosing escalations, building internal automation, and improving documentation. Requires at least 2 years of technical support or engineering experience, API scripting, SQL, and strong customer communication skills.
About the job
Responsibilities
- Provide technical guidance to customers’ developers on best practices for integrating with APIs and using product functionality.
- Troubleshoot customer issues, diagnose blockers, and escalate issues with relevant customer context to engineering.
- Handle customer escalations through a ticketing system and collaborate directly with customers via Slack and other channels.
- Use observability tools to diagnose and scope customer-facing issues.
- Develop internal tools and scripts to automate customer workflows using APIs.
- Provide feedback on recurring issues, feature gaps, and product improvements.
- Design and help implement a comprehensive customer knowledge base.
- Create knowledge-base articles and internal documentation.
Requirements
- 2+ years of experience in a B2B customer-facing technical support organization or engineering.
- Experience working closely with engineering teams and providing technical feedback on customer issues.
- Ability to debug and triage customer bugs and escalations.
- Ability to explain technical product capabilities clearly to customers.
- Experience writing scripts or internal tools using APIs.
- Functional knowledge of SQL.
- Strong written and verbal communication skills.
- Customer empathy and the ability to solve challenging problems.
Nice-to-haves
- Experience as an early or founding support-team member, including building processes from scratch.
- Startup experience and familiarity with scaling a support team.
- Programming experience with TypeScript, Python, or Ruby.
- Experience with modern, business-critical enterprise software.
- Familiarity with ticketing systems such as Pylon, Zendesk, or Front.
Skills
API Integrations, SQL, TypeScript, Python, Ruby, Debugging, Observability Tools, Ticketing Systems, Zendesk, Pylon, Front, Slack
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