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Technical Support Engineer
Skills
APIREST ApisSQLAnalytical SkillsCSMCustomer ServiceDatabases
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2-4 years of experience in Technical Support Technical Operations or a similar customer-facing technical role in a SaaS environment
- Strong troubleshooting analytical and problem-solving skills
- Strong team player with a collaborative mindset
- Availability to work in a global support environment across multiple time zones including EMEA
- Hands-on experience writing and analyzing SQL queries
- Experience working with and troubleshooting REST APIs
- Experience working with ticketing and issue-tracking systems such as Zendesk and Jira
- Customer-facing skills with the ability to communicate technical concepts clearly to technical and non-technical audiences
- Self-motivated detail-oriented and comfortable managing multiple priorities
Nice to have
- Python experience
- Security questionnaire experience
- RFI experience
- Technical documentation support
Day to day
- Investigate and resolve customer issues across products and services using technical analysis and troubleshooting skills.
- Analyze logs API requests responses and database records to identify root causes and drive timely resolutions.
- Collaborate with Engineering Product Customer Success and Operations teams to reproduce escalate and resolve integration and platform issues.
- Prioritize and manage customer tickets in Zendesk Jira and related systems while supporting global teams across multiple time zones.