Technical Support Engineer

Skills

Software As A ServiceAirline TicketingCLIDevsecopsEnglishEnhanced Data Rates For GSM EvolutionSCA

Role

What the job involves

The main requirements, responsibilities and hiring steps.

3+ years in technical support support engineering or TAM at a B2B SaaS company with API or integration complexity
Comfortable using a terminal and working with code including reading JSON payloads parsing stack traces and writing or tweaking basic Python or JavaScript scripts
Solid understanding of developer workflows including CI/CD pipelines build processes and flagged dependencies
Clear concise written English for async communication and detailed handoffs
Habit of documenting solutions and building reusable support resources
Experience with Zendesk or similar ticketing tools is a plus
Exposure to open source ecosystems such as npm PyPI or Maven is a plus
Exposure to CI tooling like GitHub Actions or CircleCI is a plus
Familiarity with security or DevSecOps concepts such as SCA CVEs SBOM or supply chain risk is a plus

Own inbound support tickets during US business hours and resolve issues independently while meeting SLA targets.
Troubleshoot integration problems across the GitHub App CLI API and CI/CD checks by reading logs tracing webhook failures and reproducing edge cases.
Create and improve support resources such as runbooks troubleshooting guides and Zendesk macros while surfacing recurring patterns to Product and Customer Engineering.