Technical Support Engineer

Role overview Help customers resolve technical issues and build successfully on an enterprise platform for integrations, automation, and AI applications. This is an investigative support role: you’ll examine logs and network evidence, reproduce problems, identify causes, and communicate clear fixes or workarounds to customers and engineering teams.

Responsibilities - Manage customer support cases across different severity levels and respond within service targets. - Troubleshoot using logs, API requests, and browser network captures; guide customers through fixes and temporary workarounds. - Reproduce reported bugs, validate behavior, and route well-documented issues to the appropriate engineering team. - Join customer calls and internal incident response, maintain service updates, and support planned maintenance. - Write help articles for recurring issues and share customer feedback with product and engineering teams. - Participate in a weekend on-call rotation, with the opportunity to take on incident coordination after onboarding.

Requirements - Typically 2+ years in customer-facing technical support, support engineering, implementation, or a similar role. - Degree in computer science or engineering, or equivalent practical experience. - Working knowledge of HTTP APIs, JSON, and authentication concepts such as OAuth or SAML. - Methodical troubleshooting skills and sound judgment about when to resolve, work around, or escalate an issue. - Clear written and verbal communication, reliable follow-through, and ability to manage multiple cases under pressure. - Interest in AI tools and in how AI agents and related protocols work in practice.

Nice to have - Experience with integration, automation, or iPaaS platforms; software development or cloud certifications. - Familiarity with cloud providers, databases, data integration, GraphQL, and debugging network traffic.

Benefits and work setup - Remote role open to candidates on the US West Coast, with hours aligned to US Pacific time. - Stated annual compensation is $90,000–$110,000, with stock options included in the broader package.