Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution.
Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations.
Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket.
Work with Grafana dashboards and monitoring tools to diagnose system and integration problems.
Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements.
Provide clear, proactive communication with customers, managing expectations during high-impact issues.
Share knowledge through documentation, runbooks and training sessions to empower customers and teammates.
Advocate for customers internally, ensuring their needs influence product priorities and enhancements.

3+ years in technical or product support, ideally for SaaS, AppSec or DevOps platforms.
Tier 3-level troubleshooting skills across: Source control systems (GitHub, GitLab, Bitbucket), APIs (REST/GraphQL, authentication, integrations), Cloud platforms (AWS and GCP required; Azure a plus), Monitoring & observability tools (Grafana or similar), Operating systems (Linux/Windows), Containers & orchestration (Docker, Kubernetes), CI/CD pipelines (Jenkins,
GitHub Actions, GitLab, Azure DevOps), Databases (PostgreSQL/MySQL).
Scripting skills (Python, Bash, or PowerShell) for diagnostics and automation.
Excellent customer communication skills: able to explain complex technical issues in plain language.
Self-motivated, comfortable in a remote-first environment and able to collaborate across time zones.

Technical Support Engineer

Key skills