Technical Support Engineer
New
United StatesFull-TimeMiddle
Salary85,000 - 135,000 USD per year
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Job Details
- Experience
- 3–5 years
- Required Skills
- Analytical SkillsTroubleshootingTechnical support
Requirements
- 3–5 years of experience in Technical Support Engineering, Technical Solutions, or another customer-facing technical role within a B2B SaaS environment.
- Strong experience troubleshooting complex, data-heavy SaaS platforms and enterprise software systems.
- Excellent written communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Proven ability to work independently, manage support queues effectively, and consistently meet response and resolution targets.
- Comfortable operating in fast-paced and ambiguous environments where critical thinking and adaptability are essential.
- Strong analytical mindset with the ability to combine quantitative insights and operational judgment to solve problems.
- Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams.
- Highly organized, proactive, and customer-focused with a strong sense of ownership and accountability.
- Experience in insurtech or fintech environments is considered a strong advantage.
Responsibilities
- Investigate and resolve complex technical issues across AI-powered SaaS workflows and enterprise customer environments.
- Manage support cases end-to-end, ensuring timely responses, accurate troubleshooting, and effective resolutions.
- Differentiate between product bugs, expected system behavior, configuration issues, and user education opportunities.
- Communicate clearly and professionally with enterprise customers, providing concise and technically accurate guidance.
- Collaborate closely with Engineering teams by documenting confirmed issues with detailed diagnostic information and escalation context.
- Identify recurring customer issues and operational trends, surfacing insights to Product and Client Success teams for long-term improvements.
- Develop deep product expertise across workflows, integrations, edge cases, and customer implementations.
- Contribute to operational improvements, support documentation, and scalable support processes that enhance customer experience and efficiency.
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