Technical Support Engineer

Role Overview

The Technical Support Engineer provides advanced troubleshooting and resolution for complex customer issues. This role works with greater autonomy, mentors other Technical Support Engineers, and contributes to knowledge creation and continuous improvement across support process and tooling.

This position reports to the Manager, Technical Support.

What You’ll Do

• Diagnose and resolve complex customer issues that lack documented solutions or require deeper investigation;

• Reproduce customer issues using test environments, logs, APIs, or diagnostic tools;

• Own cases end-to-end, balancing speed, quality, and customer impact;

• Create and update internal and customer-facing knowledge base articles;

• Onboard, mentor, and offer technical guidance to other Technical Support Engineers;

• Identify trends, recurring issues, potential risks, and surface insights to leadership;

• Recommend improvements to processes, tools, and product functionality;

• Own resolution of complex cases independently and exercise judgment on escalation;

• Act as subject matter expert for specific product features or themes;

• Impact extends beyond individual cases to team knowledge and efficiency.

What We’re Looking For

• Post-secondary education in IT, Computer Science, Engineering, or have equivalent experience;

• 2-4+ years of experience in a technical, customer-facing support role;

• Magnet certification in supported product or equivalent industry experience;

• Excellent verbal and written communication skills with a customer-first mindset;

• Strong troubleshooting skills across systems, integrations, logs, and workflows;

• Experience mentoring peers and contributing to shared documentation;

• Demonstrated ability to balance customer experience with technical rigor;

• Experience with Salesforce Service Cloud, Communities, and Knowledge.