Technical Support Engineer I

Role overview A Technical Support Engineer I delivers technical support and consultation to customers using an intelligent, vendor-agnostic workflow automation platform. The role centers on responding to, owning, and resolving users' technical queries across multiple channels in a SaaS environment, with a strong emphasis on customer satisfaction. The position operates on a four-day workweek that includes one weekend day (either Wednesday through Saturday or Sunday through Wednesday, 9:00 AM to 7:00 PM Eastern Time) to support global follow-the-sun coverage.

Responsibilities - Handle technical inquiries across multiple support channels, maintaining high standards for responsiveness and ticket hygiene - Troubleshoot issues spanning API integrations, system problems, network and security-related impediments, third-party integrations, and multi-product workflows - Interpret API documentation, build workflows, and configure authentication types such as OAuth and JWT, while documenting steps for connecting to new tools - Build, troubleshoot, document, and modify workflows during remote sessions with customers - Act as the voice of the customer by contributing product feedback to leadership and internal teams, and proactively identify product improvements and bugs - Write clear, structured handover notes at the start and end of each shift, and make independent judgment calls on prioritization and escalation during unsupervised weekend hours, including recognizing when to page an on-call engineer

Requirements - 2+ years of technical support experience within a SaaS environment, ideally in automation or a related field - Practical experience constructing, testing, and debugging REST and GraphQL API requests, using developer documentation and SDK examples - Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP - Experience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking - Excellent communication, analytical, and troubleshooting skills with strong written communication for handovers - Comfort with ambiguity and self-directed problem-solving, plus resilience and composure when handling difficult technical or customer issues without immediate backup, and the ability to context-switch between collaborative weekday work and independent weekend work

Nice to have - Understanding of computer networking principles such as firewalls, network protocols, and subnetting - Experience supporting customers using AI and leveraging AI to increase professional effectiveness - Fluent Spanish - Familiarity with Docker containers, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms (AWS, Azure, GKE, OpenShift) - Workflow automation platform certification

Benefits and work setup - Base salary range of $85,000 – $95,000 per year - Remote work setup - Comprehensive benefits package including medical, dental, and vision insurance; 401(k) plan with employer match; paid time off and holidays; paid sick leave; paid parental leave; and life and disability insurance - Four-day workweek with one weekend day, with weekday shifts alongside the broader support team and the weekend shift coordinated with other regional teams - Reasonable accommodation requests considered, including for religious observance