Technical Support Engineer
Core
Primary technical escalation point for customer-facing teams, investigating and resolving highly technical issues, building custom scripts, and acting as a nexus between Revenue and Product Engineering.
Role type
Senior IC Technical Support Engineer (Software Engineering focus)
Builds
Internal tools, custom data export/migration scripts, technical troubleshooting guides, and knowledge articles
Domain
SaaS B2B Customer Engagement Platform (Marketing Technology)
Required skills
Software engineering, distributed systems, Ruby/Rails/Swift/Java/Kotlin, APIs, HTML/CSS/JavaScript, case management tools, technical mentorship, on-call rotation
Preferred skills
MongoDB, PostgreSQL, Redis, Snowflake, Datadog, Kibana, Postman, Agile processes
Technologies
Ruby, Rails, Swift, Objective-C, Java, Kotlin, MongoDB, PostgreSQL, Redis, Sidekiq, React, TypeScript, Snowflake, Datadog, Kibana, Postman
Responsibilities
Investigate and resolve escalated customer issues, review customer SDK integration code, build custom data export and migration scripts, collaborate with Product Engineering to fix bugs and review code, identify recurring issues to improve product, craft technical troubleshooting guides, lead technical enablement of customer-facing teams
Seniority
Mid-Senior, hands-on IC
