Technical Support Engineer

Apiiro

9d • Remote

About The Position

We’re looking for a Technical Support Engineer with Tier 3 experience to join our global team. In this role, you’ll work directly with enterprise customers to resolve their most critical technical issues, ensure successful adoption of Apiiro and act as a trusted technical advisor. You’ll be front and center with customers, owning complex cases end-to-end and collaborating closely with R&D and product teams. You’ll engage directly with customers, giving you greater impact, visibility and ownership while helping shape the success of their implementations.

Requirements

• 3+ years in technical or product support, ideally for SaaS, AppSec or DevOps platforms.
• Tier 3-level troubleshooting skills across: Source control systems (GitHub, GitLab, Bitbucket, APIs (REST/GraphQL, authentication, integrations), Cloud platforms (AWS and GCP required; Azure a plus), Monitoring & observability tools (Grafana or similar), Operating systems (Linux/Windows), Containers & orchestration (Docker, Kubernetes), CI/CD pipelines (Jenkins, - GitHub Actions, GitLab, Azure DevOps), Databases (PostgreSQL/MySQL).
• Scripting skills (Python, Bash, or PowerShell) for diagnostics and automation.
• Excellent customer communication skills: able to explain complex technical issues in plain language.
• Self-motivated, comfortable in a remote-first environment and able to collaborate across time zones.

Responsibilities

• Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution.
• Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations.
• Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket.
• Work with Grafana dashboards and monitoring tools to diagnose system and integration problems.
• Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements.
• Provide clear, proactive communication with customers, managing expectations during high-impact issues.
• Share knowledge through documentation, runbooks and training sessions to empower customers and teammates.
• Advocate for customers internally, ensuring their needs influence product priorities and enhancements.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed