Technical Support Engineer I

TL;DR

Technical Support Engineer I (SaaS): Resolving complex technical and custom application-related inquiries as the highest point of escalation with an accent on cross-functional collaboration and root cause analysis. Focus on troubleshooting software issues, managing API integrations, and utilizing generative AI to drive efficient customer resolutions.

Location: Remote (NOAM - North America). West Coast candidates preferred.

Company

A fast-paced, people-first organization dedicated to delivering high-quality customer experiences through a culture of ownership and continuous improvement.

What you will do

• Troubleshoot and resolve highly complex software and technical issues in collaboration with internal engineering teams.
• Consult directly with clients to identify root causes and ensure timely resolution of inquiries.
• Qualify and prioritize development issues, communicating business impact to Product Management.
• Assist with communication and testing for infrastructure maintenance, feature releases, and major application events.
• Take ownership of technical issues, driving resolution with speed and agility.

Requirements

• Must be based in North America (NOAM).
• Minimum 2 years of experience working on complex technical cases.
• 1+ years of experience with SQL and relational databases.
• Proficiency with REST API frameworks and understanding of networking/internet connectivity (SMTP, LDAP).
• Experience using and validating generative AI tools for research and troubleshooting.
• Excellent attention to detail, research skills, and ability to empathize with customers.

Nice to have

• B.S. in Computer Science, Engineering, IS, or Mathematics.
• Experience with ELK Query Language.
• Prompt Engineering experience.
• Prior programming experience.

Culture & Benefits

• Benefits eligibility from day one, including Medical, Dental, Vision, and 401(k) with match.
• Unlimited planned paid time off.
• Global mental health support and on-demand learning resources.
• Quarterly paid volunteer days and a company-wide mentor program.
• Lucrative employee referral program.