Serve as the first line of technical support for partner-facing tickets, prioritizing and resolving issues related to shipments, configurations, APIs, and system errors (P1–P3)
Investigate and troubleshoot backend and cloud issues by analyzing Java code, running API requests, reviewing logs, and identifying root causes
Operate and monitor AWS-based workflows (SQS, SNS, Lambda), including re-running jobs and resolving operational failures using CloudWatch
Execute and maintain operational scripts and configurations using Python and Git, managing merge requests and deployments via CI/CD
Collaborate with Engineering, Carrier Operations, and Customer Success teams, while documenting solutions and maintaining clear partner communication

1-2 years in software development, software engineering, or closely related work
1-2 years in customer-facing roles related to technical support
Demonstrated ability to use AI tools (e.g., Claude or Gemini) for code comprehension, script development, and technical investigation
Hands-on experience with AWS or other cloud platforms in an operational capacity
Experience working with ticket management systems such as Jira or similar is a plus
Experience with observability tools such as CloudWatch, Datadog, or Elastic is a plus
Strong English communication skills
Minimum B2 level proficiency, C1 preferred

Software Engineer – Technical Support

Key skills