Technical Support Engineer

Description

We are a young, dynamic hitech company seeking a passionate, resilient, and proactive Technical Support Engineer to join our growing team.

In this role, you will become an expert in the inner workings of our platform and take responsibility for Tier-1 support, cross-team investigations, and customer success enablement. You will work closely with Product, Engineering, and Business teams to ensure a smooth client experience, providing guidance, issue resolution, proactive support, and intiatiives to improve the team's performae

This is a demanding and fast-paced role ideal for someone who thrives under pressure, has deep empathy for users, and is excited about solving problems and helping others succeed.

Responsibilities

• Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments.
• Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
• Guide customers through platform features, API integrations, and SFTP connections.
• Help define and improve internal workflows by creating documentation, process diagrams, and training materials.
• Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
• Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
• Provide product education and support to clients, helping them understand platform functionality.
• Being on call for urgent issues as part of a regular rotation.

Qualifications

• 1+ years of technical support experience
• Customer service oriented
• Strong written and verbal and troubleshooting skills
• Basic knowledge of Python and API
• Advantage: computer science degree