Technical Support Engineer

Minimum 2+ years of experience working with customers in a customer-facing technical role Bachelor’s degree in Computer Science or Engineering (or equivalent technical knowledge and skills) Ability to approach problems analytically and solve them quickly using critical thinking A bias for action with inherent curiosity to learn and research solutions Have a growth mindset to continually learn and improve your skills Passionate about AI, agentic AI, LLMs, and automation Excellent oral and written communication skills Experienced and adaptable to working in a fast-paced environment Strong understanding of APIs, including knowledge of REST, GraphQL, or gRPC Solid understanding of foundational internet and cloud technologies (e.g., AWS, Azure, GCP, etc.) Familiarity with AI concepts, such as LLMs, embeddings, vector databases, prompt engineering, etc. Strong familiarity with Authentication concepts and techniques (e.g., SAML, OAuth, etc.) Experience working with Database technologies and data integration principles Knowledge and proficiency in JavaScript and CSS Experienced in troubleshooting technical issues using tools and utilities such as Postman, HAR files, etc. Experience with iPaaS or automation platforms (Preferred) Certifications in relevant cloud technologies (e.g., AWS, Azure, GCP) (Preferred) Prior experience as a developer/software engineer (Preferred)

Help customers by answering their toughest technical questions Provide technical support to customers using email, chat, and Zoom Handle multiple concurrent issues with varying severity, making sure that they are responded to within the established SLAs Focus on accelerating investigations and minimizing support ticket resolution times via live Zoom calls Troubleshoot logs to identify errors/exceptions and their root cause Act as Incident Commander during service incidents and maintain updates on the Status page Keep updated on the latest features on the platform Collaborate internally and improve team processes that can lead to greater efficiency and a better customer experience Create support knowledge base articles, enablement resources, or automation workflows for commonly faced issues Communicate customer needs and provide product feedback to product management and engineering Participate in internal projects and initiatives