Technical Support Engineer
Core
Build and scale a frontline technical support function for a SaaS analytics platform, investigating cross-stack issues to drive root-cause fixes and product improvements.
Role type
Senior IC Technical Support Engineer (SaaS)
Builds
Reliable and scalable customer support experience for a SaaS analytics platform
Domain
SaaS analytics and e-commerce data
Deliverable
client delivery
Required skills
root-cause investigation, SQL, Node.js, TypeScript, React, PostgreSQL, MongoDB, REST APIs, AWS CloudWatch, Browser DevTools, ticket triage, documentation
Preferred skills
B2B SaaS support, e-commerce marketplace concepts, AI coding assistants
Technologies
Node.js, TypeScript, React, PostgreSQL, MongoDB, AWS CloudWatch, Jira
Responsibilities
Investigate and resolve customer-reported issues across frontend, backend, APIs, and data pipelines; Reproduce problems in controlled environments using logs and queries; Own support tickets end-to-end from reproduction to resolution or escalation; Triage and prioritize tickets based on impact and urgency; Act as a bridge to engineering by handing off reproducible cases; Collaborate with product and QA to drive permanent fixes; Maintain and improve internal runbooks and help-center content; Write scripts and SQL to automate support tasks; Surface product improvement opportunities from support data.
Seniority
Senior, hands-on IC with growth path to leadership