Ticket Triage: Review and categorize incoming support tickets, assess priority and severity, and route them to the appropriate team member or queue.
First Response: Send timely, clear, and professional initial responses to customers, acknowledging their issue and setting expectations on next steps.
Queue Management: Monitor the support queue throughout the day to ensure tickets are moving forward and nothing is stalled or missed.
Issue Documentation: Capture detailed notes on each ticket, including steps to reproduce, customer environment details, and any troubleshooting already attempted.
Escalation Coordination: Identify tickets that require engineering or product involvement and escalate with full context so handoffs are seamless.
Follow-Up: Track open tickets and proactively follow up with customers and internal team members to keep issues moving toward resolution.
Process Improvement: Flag recurring issues or patterns in the queue and surface them to the team to inform documentation or product fixes.
Knowledge Base Contribution: Help maintain and update internal and customer-facing support documentation based on common questions and resolved tickets.

1-2 years of experience in a technical support, helpdesk, or customer-facing technical role
Comfortable working with software tools, ticketing systems (e.g.,Salesforce, Jira, Freshdesk), and basic troubleshooting workflows
Strong written communication skills with a clear, professional tone
High attention to detail, especially when documenting issues and managing multiple tickets simultaneously
Ability to prioritize and stay organized in a fast-moving queue environment
Familiarity with basic software development or IT concepts (command line, logs, environment configs, etc.)vv
Self-directed and reliable, especially in a remote/async work environment

**Nice to Haves:

Technical certifications (CompTIA, Cloud, or DevOps related).
Degree or Diploma in Computer Science, Information Technology, or a related field.
Hands-on experience with APIs or system integration projects.
Prior exposure to open source software, DevSecOps, or enterprise development environments.
Exposure to Python or other scripting languages
Experience working in a fully remote team

Working for a stable and growing company that offers the environment and personal growth potential of a start-up as well as the stability of a business with established revenue.
The chance to work with a smart, enthusiastic team of people.
The chance to work on a project that will change the work lives of developers around the world, including your own!

Junior Support Engineer

Key skills