{"id":2499232,"url":"https://alion.io/job/windward-technical-support-engineer","title":"Technical Support Engineer","company":{"id":63424,"name":"Windward","domain":"windward.ai","url":"https://alion.io/company/windward","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":59000,"max_usd":116000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":338},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"GraphQL","optional":false},{"name":"Jira","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-12T14:57:27Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-14T17:38:21Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Description\nAbout the Role\nWe are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States.\nIn this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution.\nYou will work closely with customers, Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the overall customer support experience.\nResponsibilities\nHandle customer tickets at all complexity levels - from routine data inquiries to complex compliance and technical investigations - with full ownership from first response to closure.\nCollaborate closely with R&D, Product Management, Customer Success, and Operations teams\nMonitor and maintain SLA commitments for enterprise customers\nAnalyze customer environments, product behavior, APIs, and data flows to identify issues\nContribute to process improvements and operational excellence initiatives\nSupport customer onboarding, training sessions, and project-related activities when needed\nRequirements\n3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies\nExperience working cross-functionally with Product and R&D teams\nComfort handling compliance or regulatory-sensitive customer communications\nHands-on experience with customer support and ticketing platforms such as: Salesforce, Freshdesk, Jira.\nStrong troubleshooting and analytical skills with experience investigating technical issues end-to-end\nExperience working with: REST APIs, GraphQL, SQL, MongoDB.\nBasic Python proficiency - comfortable running and reading Python scripts.\nStrong critical thinking and problem-solving abilities\nAbility to manage multiple priorities in a fast-paced environment\nExcellent communication and stakeholder management skills\nPreferred Qualifications\nExperience supporting enterprise or governmental customers\nExperience in data-driven or intelligence platforms\nKnowledge of SaaS infrastructure, integrations, and cloud environments\nFamiliarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.\nLocation: Washington DC - hybrid","description_format":"text","description_chars":2438,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Machine Learning","Sea Freight","Logistics"],"lifecycle":[{"event":"open","at":"2026-10-14T05:30:09Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":32,"reasons":["conf:1","win:early"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/windward-technical-support-engineer","json_url":"https://alion.io/job/windward-technical-support-engineer.json","meta":{"generated_at":"2026-10-14T19:28:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25662,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":63424},"rest":"https://alion.io/mcp/rest/get_company?id=63424"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwindward-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwindward-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwindward-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/windward-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwindward-technical-support-engineer"}]}