Technical Support Engineer

Skills

Software As A ServiceAirline TicketingBusinessCustomer SuccessData AnalyticsDatabasesOperations

Role

What the job involves

The main requirements, responsibilities and hiring steps.

1–2 years of experience in Technical Support or a similar customer-facing technical role
Ability to troubleshoot technical issues investigate root causes and work collaboratively to resolve customer problems
Team player with a collaborative mindset and willingness to support colleagues across functions
Experience working with and troubleshooting REST APIs
Customer-facing skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences
Basic understanding of SQL with the ability to write simple queries
Experience with ticketing and issue-tracking systems such as Zendesk Jira or similar tools
Self-motivated detail-oriented and comfortable managing multiple priorities
Experience with scripting or automation such as Python is a plus
Experience supporting customer due diligence processes security questionnaires RFIs or technical documentation requests is a plus
Experience using AI tools such as ChatGPT Claude or similar to assist with troubleshooting research documentation and day-to-day productivity is a plus

Investigate and resolve customer issues across products and services
Analyze API requests responses and database records to identify root causes and support issue resolution
Support customers Customer Success Managers and internal teams with technical issues product investigations and integration troubleshooting
Collaborate with Engineering and Product teams to reproduce escalate and resolve issues
Prioritize and manage issues based on customer impact and business needs
Work effectively in a global team environment spanning multiple time zones
Manage prioritize and track customer issues using Zendesk Jira and other ticketing systems