Technical Support Engineer

What You’ll Do

• Own support cases from customers, applying proper prioritization and delivering clear and effective solutions via appropriate communication channels (primarily email and screen share).
• Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and sharing technical resolutions.
• Perform technical configuration work to optimize customer environments, ensuring successful outcomes aligned with platform best practices and client specifications.
• Handle a range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), with a specific focus on integrations such as ERPs, Cloud Storage Providers, SSO Identity Providers, Subledgers, Banks, etc.
• Develop expertise in assigned SME areas, progressively deepening knowledge in specialized product features.
• Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments.
• Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform deep-dive troubleshooting.
• Contribute to Knowledge Base articles in association with Product and Education teams, ensuring documentation remains current and valuable for both customers and AI enablement.
• Participate in daily standups with support peers to discuss active tickets and collaborate on solutions.
• Monitor and contribute to internal Slack discussions, assisting cross-functional peers with complex cases and sharing insights from assigned SME area(s).
• Engage in cross-functional stakeholder meetings for SME assignments to provide feedback on release previews, roadmap direction, and defect prioritization.
• Lead or contribute to special projects and initiatives as assigned, leveraging expertise and creative problem-solving skills to help the department and company achieve their goals.

What You’ll Bring

• 2+ years of experience in Technical Support, IT, or a related technical field.
• High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support.
• Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues.
• Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform.
• Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc.
• Proven ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.

Nice To Haves

• Experience working in a B2B SaaS environment, particularly in fintech or enterprise software.
• Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes.
• Experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools.
• Familiarity with basic database querying (SQL), API troubleshooting, or data integration concepts.
• Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs).
• Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection.
• Familiarity with session replay or log analysis tools for debugging customer issues.
• Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline.
• Multi-language support experience (e.g., bilingual English-German).