Technical Support Engineer — Developer Platform

Role overview A developer-focused technical support role on a platform used by engineers shipping production systems. The mandate is to replace shallow troubleshooting with rigorous debugging: reproducing failures, owning the diagnosis, and telling users plainly when the platform itself is at fault. It is a frontline position with clear visibility into product health and a documented path into solutions engineering, developer experience, or platform engineering.

Responsibilities - Provide frontline technical support across schema design, connectors, role-based access control, deployment, integrations, and generation workflows. - Convert vague user reports into minimal, runnable reproductions and attach a working diagnosis to every escalation. - Patch documentation gaps directly, and tighten product error messages, whenever a question appears more than once in the queue. - Surface the user's perspective in planning conversations, flagging parts of the product that quietly fail in practice. - Work a rotational schedule, including a later shift that overlaps US Pacific business hours, with the rotation, hours, and shift allowance disclosed in writing before commitment.

Requirements - At least two years in technical support, solutions engineering, or an engineering role with direct customer contact. - Working proficiency in Python or JavaScript, sufficient to read stack traces, write reproduction scripts, and call APIs from a terminal. - Practical SQL literacy and confidence reading request and response payloads to form a hypothesis about a failure. - Strong writing under pressure: clear, calm, specific, and willing to admit when the platform is the cause. - Willingness to work a rotational late shift aligned to US Pacific hours; consent is required in writing and is fully revocable at any time, with no impact on application, evaluation, or progression.

Nice to have - Familiarity with reading and contributing to developer documentation as part of day-to-day work.

Benefits and work setup - Remote late shifts, removing the late-night commute risk of traditional shift work. - Shift allowance paid on top of base for the late rotation. - Operates an Internal Committee under the POSH Act 2013, reachable from day one. - Career path into solutions engineering, developer experience, or the platform team, with progression typically driven by strong reproductions and documentation that prevents repeat tickets.