We are looking for a
Senior Technical Customer Support Engineer who thrives in a fast-paced environment, enjoys solving complex technical challenges, and has the ability to self-learn while delivering exceptional customer experiences. This role requires strong technical skills, experience with API troubleshooting, and a collaborative, customer-centric mindset.
We are looking for this person to be East Coast based and work Eastern hours.Customer Advocacy & Technical Support- Serve as the point of contact for complex customer inquiries, issues, and escalations.
- Troubleshoot and resolve issues related to integrations, workflows, and platform performance.
- Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions.
- Comfortable communicating with both technical and non-technical stakeholders.
- Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience.
Technical Troubleshooting & Investigation- Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking.
- Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman.
- Demonstrate an understanding of HTTP response codes and their significance in integration debugging.
- Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication.
- Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation.
- Pull and review logs to identify errors, analyse root causes, and implement effective solutions.
- Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts.
- Utilize Jinja2 to develop and maintain scripts and tools for automation and customization.
- Review and analyze workflows, imports, and system configurations to identify performance issues or failures.
Process & Knowledge Contributions- Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents.
- Escalate and document issues that cannot be resolved at Tier 1 to the appropriate Engineering team.
- Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces.
- Provide structured investigation updates to customers during incident response.
What We're Looking For- 2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms.
- Ability to independently investigate complex issues, identify root causes, and collaborate with engineering teams to drive resolution.
- Proficiency in Jinja2 for automation and customisation tasks.
- Solid understanding of SQL and experience querying databases to extract and manipulate data.
- 2+ years experience troubleshooting and resolving API functionality and bi-directional integration issues between systems.
- Experience with AWS environments and cloud-based SaaS architectures.
- Experience creating and troubleshooting workflows.
- Experience with Webhooks.
- Experience working with Enterprise companies with a customer-centric approach.
- Experience using Jira and Zendesk.
- Excellent communication skills, both verbal and written.
- Exceptional problem-solving skills, attention to detail, and a demonstrated track record of diagnosing and resolving complex technical issues.
- Ability to work independently and as part of a team in a fast-paced, high-pressure environment.
- Strong logic, critical thinking, and ability to think outside the box.
- Highly self-driven learner who can quickly understand new technologies and systems.
- Experience working closely with Engineering or SRE teams during incident investigations or escalations.
What we can offer you- Career Growth: Top performers will have an opportunity to help shape the team. Working directly with the founders to drive initiatives and create a structure that scales
- Market-competitive salary + equity
- A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by Shasta Ventures, SYN Ventures and Riverside Acceleration Capital
The base salary range for this position is: $100-115k
