Technical Support Engineer Tier 2
Core
Tier-2 technical support engineer responsible for triaging issues, debugging platform problems, and guiding customers through API integrations and SFTP connections.
Role type
Tier-2 technical support engineer
Builds
Customer success enablement and issue resolution for a SaaS platform
Domain
SaaS / Technical Support
Deliverable
client delivery
Required skills
Zendesk, SFTP, API integration, Basic Python, root cause analysis, technical troubleshooting, documentation creation
Preferred skills
Ruby, AWS Athena (SQL), Airflow, process design, team training
Technologies
Zendesk, SFTP, Python, Ruby, AWS Athena, Airflow
Responsibilities
Serve as first point of contact for Tier-1 support and triage issues; Investigate root causes and debug issues; Guide customers through platform features and API integrations; Create documentation and process diagrams; Reproduce and debug customer-reported problems; Conduct deep investigations into technical issues; Provide product education to clients; Be on call for urgent issues.
Seniority
Mid-level, hands-on IC (via careerplan.io/jobs/C9-004-6D-27B-technical-support-engineer-tier-2-at-quicklizard)
