Technical Support Engineer

Wix•Cedar Rapids, IA

12d•Hybrid

About The Position

Base44, a hyper-growth AI startup recently acquired by Wix, is looking for a driven and collaborative Technical Support Engineer to join our escalation team. This is a fantastic opportunity to be a key player in a fast-paced, innovative environment where your work directly contributes to the success of our product. As a Tech Support Engineer, you'll be on the front lines, providing expert technical support and troubleshooting complex issues for our users. You'll have a significant impact on our users and the growth of our product and will: Provide timely, high-quality support to users: triage, troubleshoot, and resolve product issues with clear, empathetic communication. Reproduce, diagnose, and document technical problems end-to-end, including precise repro steps, logs, screenshots, and expected vs. actual behavior. Work hands-on in the product to understand features, identify pain points, validate fixes, and regularly test new flows; provide actionable feedback. Investigate API and integration issues using tools like Postman and browser DevTools (Network/Console); analyze headers, payloads, status codes, and errors. Collaborate closely with Engineering and Product to scope, prioritize, and escalate issues with strong context and impact assessment. Proactively surface patterns and emerging trends; raise risks/flags early and suggest product or documentation improvements. Create and maintain clear runbooks and knowledge base articles to improve self-serve and reduce repeat incidents. Uphold security and data-handling best practices when working with user data, credentials, or logs. Participate in incident handling and post-incident reviews; help drive down MTTR and increase reliability. Contribute to a cohesive team culture—share context openly, mentor peers on tools and troubleshooting approaches, and continuously refine support workflows.

Requirements

3+ years of experience working in Technical Support/Solution topics for a SaaS or platform product, owning complex investigations and escalations.
Familiar with javascript and react - ability to read understand the basics of event handlers , use Effect hooks, and state management
Solid web basics: understand HTTP requests/responses, status codes, headers, JSON payloads; able to read browser console and network tab.
API familiarity: comfortable using Postman to send requests, read responses, and follow simple auth patterns (API keys/Bearer tokens).
Analytical troubleshooting: reproduce issues, capture logs/screens, write clear repro steps and expected vs. actual behavior.
Intro-level monitoring/logs: can read dashboards such as (Grafana/Datadog) and search logs with keywords.
Strong interest and experience with “vibe coding” - side projects or small experiments you can show.
Hands-on experience inspecting network requests and spotting errors in the console.
Demonstrated ownership in fast-paced, ambiguous environments - able to drive initiatives to completion even when plans are evolving.

Nice To Haves

Familiarity with SQL
Familiarity with mobile apps release process

Responsibilities

Provide timely, high-quality support to users: triage, troubleshoot, and resolve product issues with clear, empathetic communication.
Reproduce, diagnose, and document technical problems end-to-end, including precise repro steps, logs, screenshots, and expected vs. actual behavior.
Work hands-on in the product to understand features, identify pain points, validate fixes, and regularly test new flows; provide actionable feedback.
Investigate API and integration issues using tools like Postman and browser DevTools (Network/Console); analyze headers, payloads, status codes, and errors.
Collaborate closely with Engineering and Product to scope, prioritize, and escalate issues with strong context and impact assessment.
Proactively surface patterns and emerging trends; raise risks/flags early and suggest product or documentation improvements.
Create and maintain clear runbooks and knowledge base articles to improve self-serve and reduce repeat incidents.
Uphold security and data-handling best practices when working with user data, credentials, or logs.
Participate in incident handling and post-incident reviews; help drive down MTTR and increase reliability.
Contribute to a cohesive team culture—share context openly, mentor peers on tools and troubleshooting approaches, and continuously refine support workflows.