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Technical Support Engineer

Skills
Software As A ServiceCustomer ServiceTechnical SupportTroubleshootingAWSAWS S3AWS Cloudwatch
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 3+ years in customer support for a B2B SaaS application handling L1 L2 or L3 issues
  • Experience with enterprise customers and customized technical environments
  • Practical knowledge of Java JavaScript MySQL NoSQL and Python
  • Familiarity with cloud infrastructure issues and alerts
  • Working knowledge of AWS AWS S3 AWS Cloudwatch Sumologic and Snowflake
  • Experience with JIRA and Zendesk or similar ticketing systems
  • Excellent written oral and video communication skills
  • High attention to detail and ability to manage complex cases
  • Ability to adapt to changing priorities and urgent production issues
  • Systematic root cause analysis and solution development
  • Accountability for incident resolution from start to finish
  • Willingness to expand technical knowledge across domains
  • Ability to collaborate with engineering DevOps and product teams

Nice to have

  • Banking domain knowledge
  • Financial services experience

Day to day

  • Serve as the primary technical contact for enterprise customers facing L2 and L3 issues, combining empathy with precise troubleshooting
  • Investigate complex incidents across configuration, performance, integrations, APIs, databases, and cloud services to identify root causes and validate fixes
  • Coordinate across Engineering, DevOps, Data, Analytics, Product, and Services teams to drive swift resolution, maintain customer confidence, and document solutions