Technical Support Engineer Tier 2

Description

We are a young, dynamic hi-tech company seeking a passionate, resilient, and proactive Technical Support Engineer to join our growing team.

In this role, you will become an expert in the inner workings of our platform and take responsibility for Tier-1 support, cross-team investigations, and customer success enablement. You will work closely with Product, Engineering, and Business teams to ensure a smooth client experience, providing guidance, issue resolution, proactive support, and intiatiives to improve the team's performance

This is a demanding and fast-paced role ideal for someone who thrives under pressure, has deep empathy for users, and is excited about solving problems and helping others succeed.

Responsibilities

• Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments.
• Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
• Guide customers through platform features, API integrations, and SFTP connections.
• Help define and improve internal workflows by creating documentation, process diagrams, and training materials.
• Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
• Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
• Provide product education and support to clients, helping them understand platform functionality.
• Being on call for urgent issues as part of a regular rotation.

Requirements

Minimum Requirements

• 2+ years experience in a customer-facing technical support or technical account management role
• Fluent English, excellent written and verbal communication skills.
• Demonstrated ability to work independently in high-pressure and high-volume environments.
• Technical troubleshooting skills with experience in
• Zendesk
• SFTP
• API integration
• Basic Python
• Strong problem-solving skills and ability to identify and explain technical issues clearly to both technical and non-technical audiences.
• Hardworking, deeply dedicated, and proactive mindset with a bias for action.

Nice to Have (Advantages)

• Experience with Ruby, AWS Athena (SQL), or Airflow.
• Prior exposure to customized, high-touch platforms in a SaaS or startup setting.
• Familiarity with product operations or process design.
• Comfort leading initiatives for team training, process change, and documentation creation.