Technical Support Engineer

Responsibilities

· Investigate and resolve customer issues across products and services.

· Analyze logs, API requests/responses, and database records to identify root causes and drive resolution.

· Support customers, Customer Success Managers, and Operations teams with technical issues, product investigations, and integration troubleshooting.

· Collaborate with Engineering and Product teams to escalate, reproduce, 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.

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 and willingness to support colleagues across functions and regions.

· Availability to work in a global support environment and collaborate with teams across multiple time zones, including the EMEA region.

· 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 both technical and non-technical audiences.

· Self-motivated, detail-oriented, and comfortable managing multiple priorities.

· Experience with scripting or automation (i.e. Python) - an advantage.

· Experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests - an advantage.