Technical Support Engineer

Technical Support Engineer

Role Summary

We are looking for a Support Engineer to act as the technical backbone of our clients support function.

In this role, you’ll investigate issues escalated from the Customer Support team, identify root causes, apply data or code-level fixes where suitable, and work closely with engineers on more complex challenges.

You’ll also help streamline internal operations by producing clear documentation, defining standard procedures, and improving efficiency through thoughtful data analysis and collaboration across teams.

Key Responsibilities

As the Support Engineer, you will:

• Serve as the primary technical escalation point for queries raised by Customer Support.
• Troubleshoot and resolve issues across integrations, data sources, and internal systems.
• Apply minor fixes in Python, TypeScript, or SQL to correct bugs and data discrepancies.
• Create and run data queries to support reporting, analysis, and operational needs.
• Communicate technical findings and solutions clearly to both technical and non-technical audiences.
• Assess customer-reported issues, determine which area of the stack they relate to, and escalate to engineering when needed.
• Work with developers to triage, track, and resolve complex or persistent issues.
• Document repeated problems, solutions, and procedures to grow team knowledge.
• Build or maintain internal tools and scripts to improve support workflows.
• Help shape and monitor expectations around response times and service levels.
• Advocate for customer needs within the engineering team to help inform product improvements.

What You’ll Bring

Essential Skills & Experience

• 2+ years in a technical, software, or application support role.
• Practical experience with Python and TypeScript (comfortable reading and making small changes).
• Strong NoSQL and general data querying abilities.
• Confidence working with APIs and JSON-based data structures.
• Excellent communication skills and the ability to simplify technical concepts.
• A methodical, detail-focused approach to identifying and solving problems.
• Ability to work effectively with cross-functional teams including Support, Operations, and Engineering.

Nice to Have

• Familiarity with tools like Postman, GitHub, and cloud services (AWS, GCP, or Azure).
• Understanding of billing systems, data pipelines, or event-driven architecture.
• Experience creating internal documentation or contributing to knowledge bases.