Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations
Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes
Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues
Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions
Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights
Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution
Make prioritization and escalation decisions independently during regional business hours
Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product
Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale

6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)
Enjoys debugging complex issues
Communicates clearly with both technical and non-technical stakeholders
Takes ownership of problems until resolution
Detail-oriented and methodical when analysing systems
Ability to troubleshoot complex software systems
Working knowledge of SQL
Experience investigating issues using data and database queries
Familiarity with browser developer tools (DevTools, Network tab)
Ability to inspect request/response data (e.g., JSON payloads)
Structured problem-solving and root cause analysis
Experience supporting SaaS or enterprise software (Bonus Points)
Familiarity with application logs and debugging workflows (Bonus Points)
Experience working with ticketing systems and customer-facing technical support (Bonus Points)
Exposure to relational database schemas and data models (Bonus Points)

Work in a fast-growing and interesting industry
Flexible work that best fits your needs and the role
Competitive compensation
Top-notch offices and equipment
Continuous improvement and learning opportunities to grow your career
Team activities, not the usual one just to look nice on social media but what our team choose and ask for
A great team of engaged passionate and helpful people

Senior Technical Support Engineer

Key skills