Support Engineer

We’re looking for a Support Engineer who thrives on solving complex technical problems and working directly with customers to keep critical integrations running smoothly.

This role sits at the intersection of customer experience and engineering, focused on resolving complex issues across APIs, authentication flows, and data integrations. Beyond customer-facing troubleshooting, you’ll contribute to operational reliability initiatives, backend automation, and improvements to internal tooling and platform operations. You’ll work closely with Technical Account Managers, Solutions Engineers, and Product & Engineering teams to ensure our platform remains reliable, scalable, and successful for our customers.

If you enjoy digging into logs, debugging edge cases, and helping customers navigate complex systems, this role is for you.

What You’ll Own

• Own investigation and resolution of complex technical issues across customer integrations
• Act as a key technical partner to customers, guiding them through troubleshooting and optimization
• Diagnose issues across APIs, webhooks, authentication flows, and data mappings
• Partner with Engineering to escalate, reproduce, and resolve platform issues
• Improve system reliability by identifying patterns and contributing to root cause analysis
• Support Technical Account Managers on escalations requiring deep technical expertise
• Contribute to internal site reliability and operational improvement initiatives
• Build and maintain lightweight automations and tooling to improve support efficiency and platform operations
• Partner with Engineering and Infrastructure teams to identify recurring operational issues and improve system resiliency

What You’ll Do

• Troubleshoot API requests, response failures, authentication issues, timeouts, and data discrepancies
• Analyze logs, payloads, and system behavior to identify root causes
• Investigate integration issues including SSO, webhook delivery, and end-to-end workflows
• Communicate clearly with customers during complex issues, providing timely and actionable guidance
• Create internal documentation and knowledge base content to improve support efficiency and reduce repeat issues
• Develop scripts, automations, and operational tooling to reduce manual support overhead
• Assist with monitoring, incident response, and reliability-focused operational processes
• Identify recurring technical issues and contribute to long-term platform and workflow improvements

What Success Looks Like

• Customers receive fast, accurate resolutions to technical issues
• Complex integration problems are clearly diagnosed and resolved
• Engineering receives well-documented, reproducible issues
• Support insights contribute to improved platform reliability and performance

Qualifications and Skills

Required

• 1–3 years of experience in SaaS technical support, technical troubleshooting, or a related customer-facing engineering role.
• Strong understanding of APIs, webhooks, JSON payloads, authentication flows (including SSO), and system integrations.
• Experience using logging and monitoring tools (Datadog, Splunk, Kibana, or similar).
• Ability to analyze logs, error codes, and integration behavior to pinpoint root causes.
• Familiarity with Python or similar scripting/programming languages for debugging, automation, or operational tooling.
• SQL or data querying experience for troubleshooting data-related issues.
• Strong written and verbal communication skills with the ability to simplify complex technical concepts.
• Ability to stay calm under pressure and manage time effectively in a dynamic environment.
• Proven experience collaborating closely with engineering teams to reproduce issues or validate fixes.
• Familiarity with infrastructure concepts, operational monitoring, automation workflows, or site reliability practices