Technical Support Engineer
Serves as the technical escalation point for complex API, provisioning, and connectivity issues, while mentoring Tier 1 support and translating root causes for customers and internal teams. Requires strong troubleshooting, communication, and operational ownership skills.
About the job
Responsibilities
- Drive technical resolution: Investigate complex provisioning and API failures, identify root causes, and help prevent recurring issues.
- Troubleshoot connectivity: Diagnose network-related incidents, including failed SIM activations and outages, and guide customers to resolution.
- Empower Tier 1 support: Serve as the escalation point for complex tickets and mentor Tier 1 support teammates.
- Translate and document: Turn technical findings into accessible documentation and clear customer communications.
- Shape the platform: Use support data to advocate for bug fixes and feature improvements with Product and Engineering.
Requirements
- Experience troubleshooting APIs with tools such as Postman.
- Understanding of webhooks, REST, request tracing, and technical process flows.
- Strong communication skills and a technical background.
- Ability to investigate ambiguous problems in a fast-changing environment.
- Ability to prioritize urgent external requests and internal improvement projects while owning a support queue.
Compensation and Benefits
- EU salary range: €70,000–€100,000.
- Stock options.
- Home-office or work-setup stipend.
- Learning and development budget.
- Free phone and international data plan.
- Flexible work arrangements with regular time in company hubs and occasional travel for workshops, customer meetings, and company off-sites.
Skills
Postman, Webhooks, Rest, Api Debugging, Request Tracing, Network Troubleshooting, Sim Activation, Incident Management, Technical Documentation
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