Technical Support Engineer I

Role overview

This Technical Support Engineer I role sits on the customer support team of a SaaS workflow automation platform. The position focuses on owning and resolving user technical queries across multiple channels, troubleshooting integrations, and helping customers get the most out of multi-product automations. The schedule runs Sunday through Wednesday, 06:00 to 16:00 local time, with weekday shifts embedded in the broader team and Sunday hours worked solo as part of a follow-the-sun regional rotation.

Responsibilities

- Respond to inbound technical inquiries through chat, in-app messaging, and email while maintaining strong responsiveness and ticket hygiene - Diagnose issues spanning API integrations, system errors, networking, security configurations, third-party connectors, and multi-product workflows - Interpret API documentation and build, modify, or troubleshoot workflow automations, including during remote customer sessions - Configure authentication mechanisms such as OAuth and JWT for new integrations - Document the steps needed to connect to new tools and capture any new workflow patterns - Make independent calls on prioritization, troubleshooting approach, and escalation during unsupervised weekend hours, including deciding when to page on-call engineers - Produce clear, structured handover notes at the start and end of each shift so regional teams maintain full context - Surface product feedback, bugs, and high-impact improvement opportunities to leadership and relevant internal teams

Requirements

- 2+ years of technical support experience in a SaaS environment, ideally within automation or a related field - Practical experience constructing, testing, and debugging REST and GraphQL API requests, using developer documentation and SDK examples - Exposure to AI-driven actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP - Working knowledge of web fundamentals including HTTP, SSL, and basic networking - Strong written communication for asynchronous handoffs with other regional shifts - Ability to explain complex technical concepts to both technical and non-technical audiences - Familiarity with at least one modern programming language such as Python, TypeScript, or Ruby, plus query languages like SQL and GraphQL - Demonstrated ability to work autonomously, make sound decisions without direct supervision, and exercise good judgment on when to escalate - Comfort with ambiguity, self-directed research using documentation and runbooks, and resilience when handling difficult issues without immediate backup

Nice to have

- Understanding of core networking principles including firewalls, network protocols, and subnetting - Experience supporting customers using AI products or using AI tooling to boost professional effectiveness - Fluent German - Platform-specific certification - Familiarity with Docker containers, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms (AWS, Azure, GKE, OpenShift) at a level sufficient to triage self-hosted deployment issues alongside customer infrastructure teams

Benefits and work setup

- Remote position - Sunday to Wednesday schedule, 06:00 to 16:00 local time, blending collaborative weekday shifts with independent weekend hours in a global follow-the-sun rotation