Customer Support Engineer
New
M
MakersiteProduct Lifecycle Management
Work from anywhere in the EUFull-TimeMiddle
Salary70,000 - 80,000 EUR per year
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Job Details
- Languages
- English
- Experience
- Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment.
- Required Skills
- AWSPythonSQLJiraGrafanaRESTful APIsSaaSPostman
Requirements
- Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment.
- Experience supporting SaaS platforms with exposure to application troubleshooting, APIs, integrations, and cloud-based environments.
- Experience working with ticketing and incident management systems (e.g., Zendesk, Jira, ServiceNow).
- Strong understanding of REST APIs, API troubleshooting, and experience using Postman and cURL.
- Experience working with logging and monitoring tools such as Grafana.
- Basic understanding of database concepts and ability to perform SQL queries.
- Familiarity with cloud environments such as Amazon Web Services (AWS).
- Basic understanding of full-stack concepts, with familiarity in Python or similar programming languages.
- Understanding of CIAM/IAM concepts and tools such as Auth0, Okta, Azure AD, or Amazon Cognito.
- Exposure to feature flagging and release management tools such as LaunchDarkly, Split, or Unleash.
- Excellent English proficiency with strong written and verbal communication skills.
Responsibilities
- Investigate and troubleshoot complex customer-reported issues.
- Replicate issues in test environments when needed.
- Escalate unresolved issues to L3 support or engineering with detailed analysis.
- Maintain ownership of escalated tickets until resolution and follow up with customers.
- Analyze logs, databases, API calls, and system performance to diagnose issues.
- Guide customers through advanced configurations or troubleshooting steps.
- Work closely with Customer Success, Engineering, and Product teams to resolve issues.
- Provide technical explanations and root cause analysis to both customers and internal stakeholders.
- Document solutions and troubleshooting steps in the knowledge base.
- Identify recurring issues and suggest fixes or product improvements.
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