Technical Support Engineer

Responsibilities:

• Act as the first technical point of contact for escalated support issues from B2B enterprise customers.
• Diagnose and troubleshoot product-related issues, including performance, configuration, and integration problems.
• Collaborate with engineering and product teams to provide timely resolutions and root cause analysis.
• Guide best practices and product usage to optimize customer experience.
• Monitor, prioritize, and respond to support tickets within agreed SLAs.
• Maintain accurate documentation of support cases, known issues, and solutions.
• Participate in on-call support rotations as needed.
• Work with Customer Success to improve product adoption and reduce churn.
• Provide feedback to the product team on customer pain points and potential improvements.

Requirements:

• 3+ years of technical support or product support experience in a B2B SaaS or enterprise software environment.
• Strong understanding of cloud infrastructure, data storage, Linux/Unix systems, and networking fundamentals.
• Proficiency in troubleshooting logs, scripts, and APIs (REST, Python/Bash is a plus).
• Hands-on experience with AWS, Azure, or Google Cloud Platform preferred.
• Familiarity with tools like Zendesk, Jira, Salesforce, or ServiceNow.
• Excellent written and verbal communication skills with a strong customer focus.
• Ability to manage and prioritize multiple customer issues in a fast-paced environment.

Nice to Have:

• Experience with file systems, NFS, SMB/CIFS, or object storage (S3 Azure Blob).
• Exposure to data migration or archiving tools.
• Previous experience working in a startup or fast-paced SaaS environment.
• ITIL certification or similar training.