Technical Support Engineer (m/f/x)

Makersite

1d•Hybrid

About The Position

As part of our growing team, you will play a key role in shaping the future of sustainable product development. We’re looking for innovative, driven Customer Support Engineers who are passionate about technology and sustainability to join us in building tools that enable companies to make smarter, more responsible decisions. In this role, you’ll have the opportunity to collaborate with talented professionals, contribute to cutting-edge projects, and help drive the digital transformation of industries worldwide. If you're ready to make an impact and contribute to meaningful change, we want to hear from you! This role is a fixed, permanent position. All successful applicants will receive a permanent employment contract regardless of location.

Requirements

Minimum of 3 years of experience in a technical support role within a complex B2B SaaS environment.
Experience supporting SaaS platforms with exposure to application troubleshooting, APIs, integrations, and cloud-based environments.
Experience working with ticketing and incident management systems (e.g., Zendesk, Jira, ServiceNow).
Strong understanding of REST APIs, API troubleshooting, and experience using tools such as Postman and cURL to test, analyse, and diagnose API-related issues.
Experience working with logging and monitoring tools such as Grafana to investigate system behaviour, analyse errors, and support incident resolution.
Basic understanding of database concepts and ability to perform SQL queries (e.g., OrientDB or similar) to investigate and troubleshoot data-related issues.
Familiarity with cloud environments such as Amazon Web Services (AWS) and understanding of application environments and deployments.
Basic understanding of full-stack concepts, with familiarity in Python or similar programming languages considered advantageous.
Understanding of CIAM/IAM concepts and tools such as Auth0, Okta, Azure AD, Amazon Cognito, or similar platforms.
Knowledge of authentication, authorisation, and MFA security principles is beneficial.
Exposure to feature flagging and release management tools such as LaunchDarkly, Split, Unleash, or similar solutions.
Strong understanding of SaaS solutions, particularly within complex B2B environments.
Understanding of software development processes, application lifecycle management, and production support practices.
Awareness of security, compliance, and data protection standards such as GDPR and ISO 27001.
Experience working with external customer data and understanding data handling considerations.
Excellent English proficiency (mother tongue level preferred), with strong written and verbal communication skills.
Ability to explain technical concepts and solutions clearly to both technical and non-technical users.
Strong customer-focused mindset with patience, empathy, and the ability to manage customer expectations effectively.
Strong analytical skills with the ability to diagnose and resolve complex technical issues.
Ability to investigate incidents through log analysis, debugging outputs, API testing, and system behaviour analysis.
Ability to reproduce issues in test environments and collaborate with internal teams to identify root causes and solutions.
Experience collaborating with engineering, product, and development teams to resolve escalated technical issues.
Ability to document troubleshooting processes, technical solutions, and known issues.
Experience contributing to internal knowledge bases, support documentation, and best practices.

Nice To Haves

Familiarity in Python or similar programming languages.
Knowledge of authentication, authorisation, and MFA security principles.
Exposure to feature flagging and release management tools such as LaunchDarkly, Split, Unleash, or similar solutions.

Responsibilities

Investigate and troubleshoot complex customer-reported issues.
Replicate issues in test environments when needed.
Escalate unresolved issues to L3 support or engineering with detailed analysis.
Maintain ownership of escalated tickets until resolution and follow up with customers.
Analyze logs, databases, API calls, and system performance to diagnose issues.
Guide customers through advanced configurations or troubleshooting steps.
Work closely with Customer Success, Engineering, and Product teams to resolve issues.
Provide technical explanations and root cause analysis to both customers and internal stakeholders.
Document solutions and troubleshooting steps in the knowledge base.
Identify recurring issues and suggest fixes or product improvements.
Update internal and customer-facing documentation with best practices and solutions.
Contribute to automation and self-service resources to reduce ticket volume.
Provide timely and professional responses to technical inquiries.
Ensure customer issues are resolved within SLAs and escalate proactively if delays occur.