Technical Support Engineer I

About the role

A support engineer answers, owns and resolves technical questions from users across chat, email and messaging channels. The role keeps customers satisfied by diagnosing problems and guiding them to working solutions.

What you will do

• Respond to technical questions arriving through messaging, in-app chat and email while keeping response times high and tickets tidy
• Diagnose issues involving API integrations, system faults, network and security blockers, third party services and multi-product workflows
• Investigate each request, find the root cause and explain the best fix to the customer
• Read API documentation and build workflows, including on remote sessions with customers
• Set up authentication methods such as OAuth and JWT

What they look for

• Ability to troubleshoot technical problems and explain solutions clearly
• Familiarity with API documentation and authentication types like OAuth and JWT
• Strong written communication for tickets, documentation and shift handovers
• Comfort working a four-day week that includes one weekend day on Eastern time
• Ability to build relationships across teams while working part of the week outside standard hours