Technical Support Engineer
Skills
Software As A ServiceDatabasesFirebaseLarge Language ModelsMicrosoft SurfaceTier 2 Help Desk SupportTriage
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 4+ years in technical support support engineering or a related technical role supporting SaaS products
- 2+ years of hands-on experience with payment processing systems
- Demonstrated experience building AI agents automation workflows or internal tooling
- Strong technical troubleshooting skills with API logs database queries and integration failures
- Familiarity with PostgreSQL Firebase and JetAdmin
- Excellent written communication skills
- Comfortable working independently with minimal supervision
- Experience in fintech payments or startup environments preferred
- Must be located on the East Coast or available to work 9am-5pm EST
Nice to have
- self-directed
- technically sharp
- strong communicator
- independent
- fast-paced environment
Day to day
- Own Tier 2 and Tier 3 escalations for payment processing failures API integration issues and SaaS platform bugs from triage through resolution
- Troubleshoot complex technical issues across payment rails third-party integrations and internal systems including PostgreSQL Firebase and JetAdmin
- Partner with Product and Engineering to surface document and drive resolution of systemic issues while maintaining clear thorough documentation of issue patterns root causes and resolutions
- Design build and maintain AI agents and automated workflows that improve support team efficiency and reduce manual ticket volume
- Identify high-friction support processes and prototype tooling solutions from AI-assisted triage to automated resolution flows
Hiring process
- Submit your resume
- Answer the custom questions provided
- Add any additional information or documents relevant to your application