Technical Support Engineer

About The Role

The Technical Support Engineer acts as the critical bridge between customers and engineering, diagnosing complex API integrations, database queries, and system outages in real time.

This role is responsible for digging into technical infrastructure to unblock enterprise clients, writing scripts to automate diagnostic workflows, and collaborating with software engineers to deploy hotfixes.

Key Responsibilities

• Investigate, reproduce, and resolve complex tier-3 technical issues involving REST APIs, webhooks, and database performance
• Query relational databases using advanced SQL to analyze transaction failures, data discrepancies, and system latency
• Review application logs in Datadog and Splunk to trace error sources across microservices architectures
• Develop internal troubleshooting tools and scripts in Python, Bash, or Node.js to streamline diagnostics
• Partner with Product and Core Engineering teams to prioritize bug fixes and document reproduction steps in Jira
• Author detailed technical documentation and knowledge base articles for both internal teams and external customers
  
  

What We Are Looking For

• 3-5 years of experience in a highly technical support, systems engineering, or developer relations role
• Strong proficiency in reading and debugging code in at least one language such as Python, JavaScript, or Ruby
• Solid understanding of web technologies including HTTP protocols, REST APIs, JSON, CORS, and SSL/TLS
• Proven experience writing and optimizing complex SQL queries to extract and analyze data
• Excellent communication skills with the ability to explain intricate technical architectures to non-technical stakeholders
• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical technical experience
• Bonus: Experience with AWS services (EC2, S3, RDS), Kubernetes, and infrastructure-as-code concepts