Technical Support Engineer

New

Listing location: United States; Workplace type: Remote; Structured job location: United StatesFull-TimeJunior

Salary not disclosed

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Job Details

Experience: 1+ years of experience in technical support or a customer-facing technical role
Required Skills: RESTful APIsSaaSTechnical support

Have 1+ years of experience in technical support or a customer-facing technical role; SaaS experience is preferred.
Demonstrate programming knowledge, including the ability to read code and debug issues.
Bring familiarity with SSO, such as SAML and OIDC, REST APIs, and third-party integrations; these are a strong plus.
Apply analytical, troubleshooting, and problem-solving skills.
Communicate clearly and confidently in writing, especially when explaining technical issues to non-technical users.
Show empathy, a proactive approach, and a customer-focused mindset.
Software security experience is an advantage but is not essential.
AI knowledge is beneficial but not essential, such as familiarity with AI coding assistants or how AI-generated code is created and reviewed.
Bring a continuous-learning mindset and eagerness to grow platform, content, and security expertise.
Work collaboratively, take ownership of commitments, and demonstrate a strong work ethic.

Diagnose, troubleshoot, and resolve Level 1 and Level 2 tickets across the Portal, SSO, API, and integrations.
Identify content-related tickets and resolve Level 1 and Level 2 issues.
Reproduce and document Level 3 issues before escalating them to Senior Technical Support or the Content team.
Follow triage, escalation, and customer communication workflows, using judgment about when to involve Engineering.
Own SLA compliance and keep ticket statuses accurate and up to date.
Resolve tickets according to timelines and priorities, raising escalations when needed.
Maintain closed-loop communication with customers and internal teams about issue status.
Document potential bugs and improvements with clear reproduction steps and pass them to the appropriate teams.
Contribute knowledge-base articles for common platform issues.
Grow into handling content tickets independently and fixing straightforward content bugs.

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