Technical Support Engineer

EvikNova is hiring a Technical Support Engineer to investigate complex SaaS customer problems, resolve issues through approved guidance or configuration, and provide engineering with clear escalations when defects or infrastructure problems require action. The role also maintains accurate customer-facing explanations and troubleshooting knowledge.

Responsibilities:

• Review escalated case evidence and confirm affected tenant, user role, environment, workflow, timestamps and impact
• Reproduce issues in approved test environments using authorised test accounts and safe datasets. Distinguish browser, configuration, permission, integration and application failures
• Use approved logs, correlation identifiers, request and response information and diagnostic tools within assigned access limits
• Assess authentication, authorisation, API behaviour, webhooks and integration dependencies without exposing internal credentials or private service interfaces
• Document attempted steps and findings, including uncertainty. Avoid presenting a probable cause as a confirmed root cause
• Provide approved technical guidance and safe workarounds. Verify effectiveness and document any limitations or temporary conditions
• Create defect reports with clear reproduction steps, expected and actual results, evidence, affected scope, severity rationale and related case references
• Coordinate with engineering on investigation status and validation of fixes. Do not directly change production code, database records or infrastructure unless separately authorised
• Help Support translate technical findings into useful customer updates without disclosing internal security details or unrelated tenant information
• Validate resolution through the customer's supported journey and record evidence before recommending case closure
• Identify patterns across tickets and escalate potential incidents rather than treating each report as an isolated case
• Maintain technical troubleshooting guides and known-issue notes with review dates and owners
• Coach support specialists on evidence collection, safe troubleshooting and criteria for escalation
• Feed recurring integration and configuration difficulties into Onboarding and Product to reduce preventable support demand
• Participate in incident reviews, recording customer impact and diagnostic lessons while incident command remains with the designated owner
• Maintain safe handling of logs and attachments, using approved redaction and retention processes where required

Requirements:

• Typically 3 or more years in technical software support, application troubleshooting or a related engineering service role
• Practical understanding of HTTP, APIs, browser developer tools, authentication, permissions, webhooks and structured logs
• Ability to reproduce defects systematically and write concise technical evidence suitable for engineering action
• Familiarity with cloud-hosted SaaS and integration troubleshooting. SQL knowledge is useful for understanding problems but does not imply direct database access
• Strong customer communication and judgement about sensitive information, uncertainty and access boundaries
• Candidates should diagnose a supplied API failure, write a defect report and explain how they would investigate an issue when direct production or private-service access is unavailable
• Multi-tenant systems, AI-enabled workflows, communications integrations, Kubernetes-based services or incident coordination