About the role 

As a Technical Support Engineer, you'll apply critical thinking and problem-solving skills to manage complex end-user support cases. With an expert-level understanding, you'll navigate intricate workflows, integrations, automations, APIs, and more. Collaboration with internal teams ensures seamless communication and high-quality resolutions.

Responsibilities

• Conduct in-depth troubleshooting and resolve complex client inquiries through our main support channels.

• Investigate root causes of issues, isolating problems and referencing technical documentation.

• Collaborate with business and engineering teams for transparent communication and efficient issue resolution.

• Develop regular reports to gauge platform health and quality.

• Work closely with higher support tiers to enhance company products.

• Other related tasks as assigned, with schedule flexibility being mandatory.

Mandatory Requirements:

• Schedule flexibility - Mandatory

• Available to work on-site for training, and then three days a week in the office once in production - Mandatory

• Leadership qualities with a positive attitude, empathy, and high energy.

• Ability to take initiative, adapt, and multitask effectively.

• Excellent interpersonal skills, commitment to customer experiences, and the drive to resolve issues.

• Creativity, innovation, proactive ownership, and accountability.

• Efficient decision-making, problem-solving skills, and management abilities.

• Technical knowledge with CSS, JavaScript, HTML, API -REST, JSON, SQL, and SaaS - Mandatory

• Experience with inspecting and diagnosing web and mobile applications (iOS & Android).

• Proficiency in English (B2 level), G Suite, and experience with quality processes - Mandatory

• Preferred qualifications include a Bachelor’s degree in Systems Engineering, or equivalent, and 2+ years of technical support experience, preferably in B2B and SaaS products.