Technical Support Engineer
Ukraine / Warsaw / Lisbon, afternoon/evening shiftFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- SQLKibanaGrafanaRESTful APIsJSONTechnical supportZendeskPostman
Requirements
- 2+ years of experience in customer-facing technical support, ideally within a B2B SaaS environment.
- Hands-on experience with customer support platforms and ticketing tools (Pylon, Zendesk, Intercom, Jira Service Desk, or similar).
- Solid understanding of web technologies: HTTP, REST, JSON, Cookies, Tokens, and browser behavior.
- Hands-on experience with Postman or similar API testing tools.
- Upper-Intermediate English proficiency.
- Problem-solving skills and ability to manage priorities independently.
- Product-focused mindset.
- Good knowledge of SQL DB (writing queries and analyzing data) (plus).
- Experience with log analysis and monitoring tools (Grafana, Kibana, or similar) (plus).
- Familiarity with Zapier and Make (Integromat) (plus).
Responsibilities
- Act as a vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues.
- Effectively investigate, understand, and resolve complex customer issues, delivering timely updates and solutions.
- Own the lifecycle of tickets from opening to resolution, ensuring accurate tracking and clear communication with all stakeholders.
- Dive deep into the product to identify root causes of technical glitches, bugs, or integration issues.
- Proactively escalate widespread customer issues or product bugs to relevant engineering and product teams.
- Contribute to the internal knowledge base by creating documentation.
View Full Description & ApplyYou'll be redirected to the employer's site
