Technical Customer Engineer
New
D
DoppelCybersecurity
A remote-first culture with flexibility built in.Full-TimeSenior
Salary$120,000 — $140,000 USD
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years
- Required Skills
- CybersecurityJiraRESTful APIsSaaSZendesk
Requirements
- 5+ years of experience in technical support, support engineering, customer engineering, solutions engineering, or technical account management.
- Strong troubleshooting and root-cause analysis skills across complex SaaS environments.
- Experience working directly with enterprise customers.
- Proven ability to communicate technical concepts to both technical and non-technical stakeholders.
- Hands-on experience with APIs, integrations, authentication, data workflows, and reporting.
- Ability to investigate ambiguous problems and establish facts.
- Experience escalating reproducible product issues to Engineering with clear evidence and reproduction steps.
- Strong written documentation skills.
- Ability to manage multiple technical requests and prioritize in a fast-moving environment.
Responsibilities
- Serve as an escalation point for complex issues that cannot be resolved by frontline Customer Support.
- Perform deep technical investigation across platform configuration, integrations, alert behavior, workflows, and reporting.
- Reproduce issues, gather evidence, identify root causes, and determine appropriate technical ownership.
- Partner with CSMs to support technically complex customer initiatives and participate in customer-facing technical discussions.
- Support customer integrations including APIs, authentication, SSO, and data flows.
- Build and troubleshoot customer-facing reports and data-delivery solutions.
- Turn recurring advanced investigations into troubleshooting guides, documentation, and playbooks for frontline Support.
View Full Description & ApplyYou'll be redirected to the employer's site
