Technical Support Engineer

Job Description:

• Investigate and troubleshoot complex customer-reported issues.
• Replicate issues in test environments.
• Escalate unresolved issues to L3 support or engineering.
• Maintain ownership of escalated tickets until resolution and follow up with customers.
• Analyze logs, databases, API calls, and system performance to diagnose issues.
• Guide customers through advanced configurations or troubleshooting steps.
• Work closely with Customer Success, Engineering, and Product teams to resolve issues.
• Provide technical explanations and root cause analysis to customers and internal stakeholders.
• Document solutions and troubleshooting steps in the knowledge base.
• Identify recurring issues and suggest fixes or product improvements.

Requirements:

• Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment.
• Experience supporting SaaS platforms with exposure to application troubleshooting, APIs, integrations, and cloud-based environments.
• Experience working with ticketing and incident management systems (e.g., Zendesk, Jira, ServiceNow).
• Strong understanding of REST APIs, API troubleshooting, and experience using tools such as Postman and cURL.
• Experience working with logging and monitoring tools such as Grafana.
• Basic understanding of database concepts and ability to perform SQL queries (e.g., OrientDB or similar).
• Familiarity with cloud environments such as Amazon Web Services (AWS).
• Basic understanding of full-stack concepts, with familiarity in Python or similar programming languages.
• Understanding of CIAM/IAM concepts and tools such as Auth0, Okta, Azure AD.
• Knowledge of SaaS solutions, particularly within complex B2B environments.
• Excellent English proficiency (mother tongue level preferred).

Benefits:

• Competitive Salary - We reward your skills and experience with a compensation package that reflects your value.
• 30 Days Paid Time Off - Take the time you need to recharge and maintain a healthy work-life balance.
• Remote-First Flexibility - Work from anywhere in the EU, with the option to collaborate in person at our offices in Stuttgart, Berlin (role dependent).
• Generous Learning & Development Budget - We invest in your growth, providing ample resources for personal and professional development.
• Choose Your Ideal Work Equipment - Whether you prefer Apple or Microsoft, we’ll equip you with the tools you need to excel.