Technical Support Engineer Jobs

About The Position

Requirements

• 3–5 years of experience in technical customer support, developer support, or a similar role troubleshooting web applications, cloud services, or APIs.
• Ability to write or modify small scripts in JavaScript, Python, Bash, or a similar language to reproduce issues and inspect API behavior.
• Excellent written and verbal communication skills, including explaining complex findings clearly, asking focused questions, setting realistic expectations, and guiding customers with different levels of technical expertise.
• A structured troubleshooting approach, including isolating variables, comparing environments, and interpreting logs, stack traces, and error messages to pinpoint root causes.
• Strong understanding of HTTP(S), DNS, SSL/TLS, caching, and how web requests flow between clients, edge networks, and origin servers.
• Familiarity with REST APIs, JSON, authentication headers, and basic SQL queries when investigating application or data issues.
• Experience supporting or deploying cloud-hosted web applications, including environment configuration, build logs, and runtime errors.
• Comfort working in Linux or Unix-like environments with command-line tools such as curl, dig, openssl, and Git, as well as browser developer tools.
• Curiosity, independent learning, and sound judgment when prioritizing cases, collaborating with teammates, and verifying outputs from AI tools and documentation.

Responsibilities

• Own technical support cases from initial investigation through resolution via email, chat, and phone, providing clear next steps, timely follow-up, and empathetic communication.
• Troubleshoot builds and deployments, runtime errors, resource limits, routing, and bindings to storage, databases, and external APIs.
• Replicate reported behavior in a sandbox environment, analyze platform logs and request telemetry, and guide customers on enabling observability and tracing to isolate root causes.
• Partner with Engineering on escalations by providing customer impact, reproduction steps, and diagnostic evidence, and keep customers informed through resolution.
• Define and update runbooks, AI skills, conversational journeys, and documentation so automated workflows and customer guidance remain accurate and up to date.
• Use and improve diagnostic scripts, tools, and test examples that help customers and teammates troubleshoot faster.
• Prioritize concurrent cases by customer impact, provide clear handoffs across time zones, and help identify and communicate recurring issues or incidents.
• Collaborate with teammates, Product, and Engineering to report reproducible bugs, validate fixes, and improve product reliability and support workflows.