Technical Support Engineer

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Requirements:

• Strong technical background with 3+ years of experience in software engineering, systems administration, or a similar technical role
• Demonstrated ability to troubleshoot complex technical issues across full-stack applications
• Experience with deployment processes and production environments
• Proficiency in at least one programming language relevant to our stack (e.g., Typescript, Javascript and Python)
• Familiarity with REST and GraphQL APIs, AWS cloud services
• Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
• Experience using and advocating for AI tools to enhance productivity and problem-solving
• Strong customer service orientation with empathy for user challenges
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience

Responsibilities:

• Serve as a Tier 2 technical support specialist, troubleshooting complex customer issues that require deep technical knowledge
• Diagnose problems across the entire technology stack, from frontend to backend systems
• Implement fixes for identified issues and deploy solutions to production environments
• Collaborate closely with Engineering, Product, and Customer Success teams to ensure timely resolution of technical challenges
• Document technical solutions and contribute to the knowledge base for both internal and customer-facing resources
• Proactively identify patterns in support tickets that may indicate systemic issues
• Advocate for and implement AI-powered solutions to improve troubleshooting efficiency and customer experience
• Provide clear and concise technical communication to both technical and non-technical stakeholders
• Participate in on-call rotations as needed to support critical customer issues