Technical Support Engineer

Responsibilities

• Own and resolve technically complex customer issues from initial report through root cause
• Troubleshoot across APIs, integrations, logs, and infrastructure (not just UI-level issues)
• Reproduce issues, isolate variables, and identify whether problems stem from configuration, usage, or product defects
• Partner closely with Engineering to escalate issues with clear, actionable context and debugging data
• Work with Product and
• Research to validate expected vs. actual system behavior
• Translate technical findings into clear, concise updates for customers
• Contribute to and improve internal runbooks, troubleshooting guides, and external documentation
• Identify patterns across tickets and proactively suggest product or process improvements
• Help maintain a customer-first culture through proactive communication and solution ownership

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