Technical Support Engineer

Role Overview

• Serve as a key resource for handling escalated customer issues, providing technical support and working towards issue resolution, escalating to senior support or product engineering when necessary.
• Collaborate with Engineering teams to analyze product behavior, accessing code repositories as needed to help identify causes of issues and gather technical feedback.
• Assist in developing, maintaining, and troubleshooting services built by the Support team, such as FastAPI applications that integrate with Zendesk chatbots to support customer workflows and automate ticket state changes.
• Help build and deploy custom solutions for customers facing product limitations, including API-based automation scripts that offer additional functionality beyond the standard product.
• Manage and resolve support tickets, ensuring timely resolutions while collaborating on escalations as required.
• Contribute to improving the support experience by identifying common technical issues and suggesting process or documentation enhancements.
• Conduct troubleshooting and root cause analysis, using product knowledge to provide helpful feedback to customers.
• Support the review and refinement of support processes, aligning with industry best practices to improve efficiency and service quality.
• Learn from senior support engineers, gaining insights into advanced troubleshooting techniques and building product knowledge.
• Contribute to the self-service knowledge base by creating and updating technical articles to enhance resources for customers and internal teams.
• Stay current with product developments through participation in training, technical workshops, and internal briefings to build product expertise.

Requirements

• Solid problem-solving skills, with the ability to troubleshoot and resolve moderately complex technical issues across domains like software, infrastructure, and APIs.
• Proficiency in Python programming, Linux administration, and working with databases (Postgres & Neo4J) to investigate and address issues.
• Experience with developing and maintaining backend services using frameworks like FastAPI, and familiarity with full stack development for internal tools.
• Strong verbal and written communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
• Organized with good time management skills, able to handle multiple priorities and meet ticket resolution timelines.
• Ability to work independently and collaboratively, supporting teamwork across support and engineering departments.
• Proactive and solutions-oriented mindset, seeking opportunities to improve support processes and contribute innovative ideas.
• Strong emotional intelligence, with the patience and empathy needed to manage customer interactions effectively.
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
• 3-5 years of experience in technical support, software development, operations, or a related technical role, with a focus on troubleshooting, root cause analysis, and customer issue resolution.
• Solid experience in administering and troubleshooting Linux environments, with proficiency in bash scripting and the standard Linux toolchain.
• Strong programming skills in Python, with experience in developing automation tools and using version control systems (e.g., Git).
• Familiarity with querying and managing relational and graph databases, specifically Postgres and Neo4J.
• Experience with cloud platforms (e.g., AWS) and containerization technologies like Docker, including basic deployment, scaling, and troubleshooting of cloud-based services.
• Understanding of cybersecurity principles, best practices, and common vulnerabilities, especially in application security and infrastructure contexts.

Tech Stack

• AWS
• Cloud
• Cyber Security
• Docker
• Linux
• Neo4j
• Postgres
• Python

Benefits

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Remote Work: We are a 100% remote company. Enjoy the flexibility to work in the way that supports you and brings out your best.
• Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.