Technical Support Engineer
New
C
ConstructorEcommerce Technology
Remote - EMEA; Secondary Locations: Remote - Croatia, Remote - Poland, Remote - Estonia, EMEA business hoursFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 4+ years of experience
- Required Skills
- JavascriptRESTful APIsTechnical support
Requirements
- 4+ years of experience in a technical support, technical account management, solutions engineering, implementation, or customer-facing engineering role.
- Hands-on experience working with APIs, SDKs, logs, HTTP requests, event data, and technical implementation details.
- Exceptional written and verbal communication skills, with the ability to explain technical complexity in simple, actionable language.
- Experience supporting enterprise customers, including situations with multiple stakeholders and high urgency.
- Proven ability to manage customer expectations and communicate clearly under pressure.
- Track record of building or improving support processes, documentation, troubleshooting guides, or tooling.
- Proven ability to manage complex technical support cases from intake to resolution.
- Ability to support customers during EMEA business hours.
Responsibilities
- Provide clear, timely, and technically sound support on complex inbound questions involving Constructor APIs, SDKs, data integrations, tagging, event instrumentation, and implementation behavior.
- Own customer-facing technical support conversations across tickets, Slack, and calls, making sure customers understand what we know, what we are investigating, and what happens next.
- Troubleshoot issues by reviewing payloads, logs, API behavior, configuration, and implementation details.
- Review and improve self-service bot answers, flag automation gaps, and help tune escalation criteria.
- Support in creating and maintaining knowledge base and documentation.
- Identify patterns in customer tickets, recurring questions, and support pain points to share feedback with Product and Engineering.
- Collaborate with Customer Success Managers, Sales, Solutions, Product, and Engineering to ensure consistent guidance.
View Full Description & ApplyYou'll be redirected to the employer's site
