Technical Support Engineer

We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top-notch customer experience., * Respond to complex inbound technical service requests over the phone and email per day directly with customers.

• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Lead incident response or participate in on-call rotation for critical issues.
• Identify support trends and partner with Product & Engineering on long-term solutions.
• Accurately and efficiently log all issues and status updates in the internal tracking system.
• Understand client business objectives/impact and apply expertise to resolve issues and ensure customer success.
• Support multiple cloud and hardware solutions.
• Contribute to the development of service desk processes and procedures.
• Interact closely with various departments and vendors to provide timely resolution on issues.
• Handle support requests from resellers, remain on top of new features and enhancements, and act as a subject-matter expert providing diagnoses and issue resolution on our Platform.
• Triage to internal and external teams, push for resolution within SLOs as a customer advocate with Engineering, Development, and 3rd-party Vendor teams.
• Respond to complex inbound Azure and M365 technical service requests over the phone and email directly with customers (VMs, networking, storage, identity, etc.).

• 4-7+ years in technical support, solutions engineering, or a similar customer-facing technical role.
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking.
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
• Excellent verbal and written communication skills, analytical and problem-solving skills, and a customer-first mindset.
• Ability to prioritize user requests effectively and manage user expectations.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment.
• Passion for driving exceptional customer experience and providing exemplary customer service.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Strong analytical and problem-solving skills.
• High school diploma (or equivalent) required; secondary degree preferred.
• Experience working with web servers and databases - Apache, IIS, MySQL, MSSQL, and PostgreSQL.
• Strong knowledge of application protocols - DNS, HTTP, HTTPS (SSL), FTP.
• Basic understanding or experience working on Linux environments.
• General understanding of technologies on APIs web service: JSON, REST, OAuth, etc.
• Flexibility to work some weekends and later hours to support a 24x7 business.
• Fluent in English and strong professional communication skills.
• Self-motivated and proactive in performing duties, with attention to detail., * ITIL certification.
• Microsoft Azure certification.
• Hands-on experience with cloud platforms such as Microsoft Azure, AWS, or GCP.
• Programming/scripting experience with Bash, Python, PowerShell, PHP.
• Knowledge of SQL.
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes.
• Experience with JIRA and Confluence.