Job DescriptionAbout the RoleFully Remote - PSTWe are seeking an Enterprise Technical Support Engineer with strong experience in API support, integrations, and custom technical solutions, ideally within the Insurance domain.
This role is critical in supporting enterprise customers who rely on APIs, data integrations, and custom-built workflows. You will act as a technical expert and liaison, helping customers design, troubleshoot, and optimize their integrations while delivering a high-touch, white-glove support experience. Operating effectively in a global support model, partnering with teams and customers across multiple time zones, including Australia
You will work cross-functionally with Product, Engineering, and Sales to ensure our platform integrates seamlessly into customer ecosystems and delivers maximum value.
Key Responsibilities- Serve as the primary technical point of contact for enterprise customers leveraging APIs and integrations
- Troubleshoot and resolve API-related issues, including authentication, performance, data discrepancies, and errors
- Support custom integrations and customer-built solutions, diagnosing issues across systems and services
- Manage and prioritize complex support cases, with a focus on integration and data flow challenges
- Collaborate with Engineering to escalate, reproduce, and resolve bugs in APIs and custom implementations
- Provide technical guidance and best practices for API usage, architecture, and implementation
- Monitor and support critical customer workflows and integrations, ensuring reliability and performance
- Lead premium support engagements for enterprise customers with complex technical environments
- Contribute to API documentation improvements, developer guides, and knowledge base content
- Create technical content (videos, guides, examples) to improve developer onboarding and adoption
- Ensure SLA adherence and high-quality support delivery across all assigned cases
- Partner cross-functionally to improve proactive support, observability, and integration reliability
- Mentor team members on API troubleshooting and integration support best practices
- Assist with onboarding and training of new Technical Support Engineers
- Continuously develop expertise in APIs, integrations, and distributed systems
- Assist with escalated cases, triaging and resolving complex technical challenges.
- Meet individual KPIs.
QualificationsKey Requirements- 5+ years in Technical Support, with a focus on API support and integrations
- Strong experience troubleshooting REST APIs, web services, and distributed systems
- Experience supporting enterprise customers with custom implementations
- Familiarity with authentication methods (OAuth, API keys, tokens)
- Experience working with logs, monitoring tools, and debugging techniques
- Experience in Insurance or other enterprise SaaS environments preferred
- Bachelor's degree in a field related to Computer Science, Engineering, Data Science, or GIS
Skills/Experience- Strong understanding of HTTP protocols, request/response cycles, and error handling
- Ability to read and work with JSON, XML, and structured data formats
- Working knowledge of Python, JavaScript, or similar languages for debugging and testing APIs
- Experience using tools like Postman, cURL, or similar API testing tools
- Strong problem-solving skills across multi-system integrations
- Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders
- Familiarity with remote sensing, photogrammetry, and aerial imagery applications is a plus
