Confidential ยท 1 day ago
Technical Support Engineer
United States
Full-time
Remote
Mid Level
3+ years expConfidential company is seeking a Technical Support Engineer to deliver high-quality technical assistance to customers. The role involves diagnosing, troubleshooting, and resolving complex product and platform issues to ensure customer satisfaction and improve the overall customer experience.
Marketing & Advertising
Responsibilities
Serve as a primary point of contact for customers experiencing technical issues, providing timely and accurate troubleshooting and resolution
Diagnose complex software, configuration, API, and integration-related issues across production and non-production environments
Reproduce customer-reported issues, analyze logs, traces, and system behavior, and document findings clearly
Escalate defects and systemic issues to Engineering with detailed technical context, steps to reproduce, and impact assessment
Collaborate with Product and Engineering teams to validate fixes, patches, and workarounds before customer release
Maintain clear, professional communication with customers throughout the issue lifecycle, managing expectations and timelines
Contribute to internal knowledge bases, runbooks, and external-facing documentation to improve support efficiency and self-service
Participate in on-call or escalation rotations to support critical customer issues and platform incidents
Identify recurring issues and recommend product, tooling, or process improvements to reduce support volume
Support onboarding and enablement by assisting customers with setup, configuration, and best practices
Works closely with Engineering to troubleshoot bugs, performance issues, and system outages
Partners with Customer Success and Account Management to support renewals, expansions, and customer satisfaction initiatives
Collaborates with Product Management to provide structured feedback based on customer-reported issues and feature gaps
Operates within a ticketing and incident management environment, following defined SLAs and escalation paths
Qualification
Required
3+ years of experience in Technical Support, Support Engineering, or a related customer-facing technical role
Strong troubleshooting skills across web applications, APIs, databases, and distributed systems
Experience working with ticketing systems and incident management workflows
Ability to communicate complex technical concepts clearly to both technical and non-technical audiences
Proven ability to manage multiple issues simultaneously in a fast-paced environment
Preferred
Experience supporting SaaS or cloud-based platforms
Familiarity with SQL, REST APIs, logs, and monitoring tools
Background working with Linux-based systems or cloud infrastructure (AWS, GCP, Azure)
Experience supporting enterprise or B2B customers
Company
Confidential
This page is owned and operated by JAF HOLDINGS INC. All rights reserved 2025. jafholdingsinc.com
Silicon Valley, California US, US
51-200 employeesFunding
Current Stage
Growth StageLeadership Team
Roshan Syed
Global Talent Partner
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