What are the responsibilities and job description for the Advanced Technical Support position at Wix?
Job Description
Base 44 is seeking a highly motivated and dynamic Technical Support Engineer to join our growing team. This is a fantastic opportunity to be a key player in a fast-paced, innovative, and collaborative start-up environment. As a Tech Support Engineer, you will be on the front lines, providing technical support, troubleshooting issues, and contributing to the overall success of our product. You'll have a significant impact on our users and the growth of our product and will:
This position is a hybrid role and candidates should be prepared to be able to come to our office in Cedar Rapids at least 3 days per week.
Qualifications
We’re Base44, a newly acquired part of Wix, on a mission to change how software gets built. Our AI-powered platform allows anyone to create custom software applications using natural language—no traditional coding required. We operate like a startup within Wix: fast-moving, collaborative, and focused on solving complex problems with simple, elegant solutions.
Base 44 is seeking a highly motivated and dynamic Technical Support Engineer to join our growing team. This is a fantastic opportunity to be a key player in a fast-paced, innovative, and collaborative start-up environment. As a Tech Support Engineer, you will be on the front lines, providing technical support, troubleshooting issues, and contributing to the overall success of our product. You'll have a significant impact on our users and the growth of our product and will:
- Provide timely, high-quality support to users: triage, troubleshoot, and resolve product issues with clear, empathetic communication.
- Reproduce, diagnose, and document technical problems end-to-end, including precise repro steps, logs, screenshots, and expected vs. actual behavior.
- Work hands-on in the product to understand features, identify pain points, validate fixes, and regularly test new flows; provide actionable feedback.
- Investigate API and integration issues using tools like Postman and browser DevTools (Network/Console); analyze headers, payloads, status codes, and errors.
- Collaborate closely with Engineering and Product to scope, prioritize, and escalate issues with strong context and impact assessment.
- Proactively surface patterns and emerging trends; raise risks/flags early and suggest product or documentation improvements.
- Create and maintain clear runbooks and knowledge base articles to improve self-serve and reduce repeat incidents.
- Uphold security and data-handling best practices when working with user data, credentials, or logs.
- Participate in incident handling and post-incident reviews; help drive down MTTR and increase reliability.
- Contribute to a cohesive team culture—share context openly, mentor peers on tools and troubleshooting approaches, and continuously refine support workflows.
This position is a hybrid role and candidates should be prepared to be able to come to our office in Cedar Rapids at least 3 days per week.
Qualifications
- 3 years of experience working in Technical Support/Solution topics for a SaaS or platform product, owning complex investigations and escalations.
- Solid web basics: understand HTTP requests/responses, status codes, headers, JSON payloads; able to read browser console and network tab.
- API familiarity: comfortable using Postman to send requests, read responses, and follow simple auth patterns (API keys/Bearer tokens).
- Analytical troubleshooting: reproduce issues, capture logs/screens, write clear repro steps and expected vs. actual behavior.
- Familiar with javascript and react - ability to read understand the basics of event handlers , use Effect hooks, and state management
- Intro-level monitoring/logs: can read dashboards such as (Grafana/Datadog) and search logs with keywords.
- Strong interest and experience with “vibe coding” - side projects or small experiments you can show.
- Hands-on experience inspecting network requests and spotting errors in the console.
- Demonstrated ownership in fast-paced, ambiguous environments - able to drive initiatives to completion even when plans are evolving.
We’re Base44, a newly acquired part of Wix, on a mission to change how software gets built. Our AI-powered platform allows anyone to create custom software applications using natural language—no traditional coding required. We operate like a startup within Wix: fast-moving, collaborative, and focused on solving complex problems with simple, elegant solutions.
