Technical Support Engineer

Role overview A Technical Support Engineer supports customers using a communications platform, diagnosing complex issues across APIs, SDKs, applications, and network connections. The work combines live customer assistance, careful case ownership, escalation handling, and collaboration with technical teams to resolve problems and improve the customer experience.

Responsibilities - Investigate and resolve technical cases through channels such as email, chat, phone, and live support, explaining findings in a clear and constructive way. - Troubleshoot API and application behavior, using logs, API calls, network captures, and browser developer tools where relevant. - Manage a prioritized support queue, follow case procedures, and meet response and resolution targets across channels. - Recognize when cases need escalation, coordinate with senior technical resources, and help de-escalate difficult customer situations. - Keep thorough records of customer conversations, internal research, troubleshooting steps, and technical evidence; contribute to knowledge articles. - Use available automation and support tools, share case-management practices with colleagues, and participate in process improvements.

Requirements - At least five years in technical support, application support, or a similar role supporting complex software products. - Strong troubleshooting or scripting ability in at least one of JavaScript (preferably Node.js), Python, or Java. - Hands-on experience with REST APIs, HTTP concepts, webhooks, and API testing tools such as Postman or curl. - Understanding of networking and real-time communications, including VoIP, SIP, WebRTC, TCP/UDP, and TLS/SSL. - Ability to investigate application logs, API requests, basic packet captures, and browser-based issues. - Fluent English, sound customer judgment, and availability for non-standard shifts, weekend rotation, and on-call coverage that may include holidays.

Nice to have A bachelor’s degree or equivalent certifications and experience, case-management skills, and experience managing escalations are useful. Strong critical thinking and problem-solving are also valued.

Benefits and work setup The position is remote and based in Ireland, with approximately 15% travel for customer or team meetings. Benefits vary by location and include competitive pay, time off, parental and wellness leave, healthcare, and retirement savings.