Own Tier-2 Escalations
Triage and resolve complex technical issues escalated from Tier 1, AM, and PGS teams
Reproduce bugs, isolate root causes, and determine whether issues are configuration-, data-, integration-, or platform-related
Provide clear interim updates and technical summaries for customer-facing teams
Investigate issues across key integrations (CRM sync, enrichment pipelines, email infrastructure, browser extensions)
Validate API calls, troubleshoot CRM setups, webhook activity, and data transformations
Create structured bug reports with reproducible steps, logs, and impact assessments
Classify severity and coordinate with engineering on prioritization and resolution timelines
Track issues through resolution and communicate status to stakeholders
Build and maintain advanced troubleshooting guides and internal runbooks
Document known issues, workarounds, and diagnostic steps
Identify recurring failure points, friction, or reliability risks
Optimize support workflows, tagging, and escalation paths

3–5 years of experience in technical support, solutions engineering, or operations roles in a SaaS environment
Experience troubleshooting APIs, integrations, or data pipelines
Strong debugging skills across logs, system behavior, and configuration layers
Experience writing technical documentation and internal runbooks
Familiarity with support platforms (Zendesk, Intercom, Pylon, etc.)
Experience partnering closely with engineering and product teams

Technical Support Engineer

Key skills