Enterprise Technical Support Engineer

Nearmap•Carlsbad, CA

1d•Remote

About The Position

This role is critical in supporting enterprise customers who rely on APIs, data integrations, and custom-built workflows. You will act as a technical expert and liaison, helping customers design, troubleshoot, and optimize their integrations while delivering a high-touch, white-glove support experience. Operating effectively in a global support model, partnering with teams and customers across multiple time zones, including Australia. You will work cross-functionally with Product, Engineering, and Sales to ensure our platform integrates seamlessly into customer ecosystems and delivers maximum value.

Requirements

5+ years in Technical Support, with a focus on API support and integrations
Strong experience troubleshooting REST APIs, web services, and distributed systems
Experience supporting enterprise customers with custom implementations
Familiarity with authentication methods (OAuth, API keys, tokens)
Experience working with logs, monitoring tools, and debugging techniques
Experience in Insurance or other enterprise SaaS environments preferred
Bachelor’s degree in a field related to Computer Science, Engineering, Data Science, or GIS
Strong understanding of HTTP protocols, request/response cycles, and error handling
Ability to read and work with JSON, XML, and structured data formats
Working knowledge of Python, JavaScript, or similar languages for debugging and testing APIs
Experience using tools like Postman, cURL, or similar API testing tools
Strong problem-solving skills across multi-system integrations
Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders

Nice To Haves

Familiarity with remote sensing, photogrammetry, and aerial imagery applications is a plus

Responsibilities

Serve as the primary technical point of contact for enterprise customers leveraging APIs and integrations
Troubleshoot and resolve API-related issues, including authentication, performance, data discrepancies, and errors
Support custom integrations and customer-built solutions, diagnosing issues across systems and services
Manage and prioritize complex support cases, with a focus on integration and data flow challenges
Collaborate with Engineering to escalate, reproduce, and resolve bugs in APIs and custom implementations
Provide technical guidance and best practices for API usage, architecture, and implementation
Monitor and support critical customer workflows and integrations, ensuring reliability and performance
Lead premium support engagements for enterprise customers with complex technical environments
Contribute to API documentation improvements, developer guides, and knowledge base content
Create technical content (videos, guides, examples) to improve developer onboarding and adoption
Ensure SLA adherence and high-quality support delivery across all assigned cases
Partner cross-functionally to improve proactive support, observability, and integration reliability
Mentor team members on API troubleshooting and integration support best practices
Assist with onboarding and training of new Technical Support Engineers
Continuously develop expertise in APIs, integrations, and distributed systems
Assist with escalated cases, triaging and resolving complex technical challenges.
Meet individual KPIs.