Technical Support Engineer

8+ years of experience in a technical support role, preferably in a SaaS environment.
Strong understanding of REST APIs and experience in troubleshooting API-related issues.
Proficiency in scripting languages (e.g., Python, JavaScript, Bash) for automating tasks and processes.
Knowledge of security standards (authentication/authorization) & practices including OAuth, SAML, and SSO.
Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and customer support tools.
Excellent problem-solving skills and the ability to work under pressure.
Strong communication skills to explain technical concepts to non-technical users.
Familiarity with cloud computing platforms (e.g., AWS, Azure).
Knowledge of Generative AI and Prompt Engineering is a plus.
Excellent interpersonal and communication skills.
Strong technical troubleshooting skills.
Ability to work well with others as part of a team.
Bachelor’s or higher degree in computer science, engineering, or related technical field.

Resolve customer questions or problems in system configuration/setup and product functionality, including fixes or enhancements.
Serve as the primary support liaison between the Company and customers.
Provide excellent technical and customer service; strong communication skills are required.
Troubleshoot complex technical issues by performing product testing and customer issue replication.
Contribute towards the achievement of team goals and objectives.
Work directly with sustaining engineering and development teams to resolve complex issues.
Share feedback with product and engineering teams regarding product supportability and customer pain points.
Assist other Technical Support Engineers with difficult and complex issues, fostering a collaborative environment.
Perform other job duties as directed by leadership.