Technical Support Engineer

About the Role:
We’re looking for an experienced Technical Support Engineer to join our team. You’ll be the go-to expert for resolving complex technical issues for enterprise clients, with direct access to R&D and Product teams. This is a high-impact, all-tiers role where you’ll play a key part in shaping a world-class support function during a critical growth phase.

What You’ll Do:

• Troubleshoot and resolve advanced all-tiers technical issues for enterprise clients.
• Handle post-sale and pre-sale support cases.
• Work closely with R&D and Product to resolve platform-level challenges.
• Act as a trusted technical advisor and escalation point.
• Write internal documentation and share best practices with the global support team.
• Provide clear, empathetic, and proactive communication with clients.
• Manage SLA and follow up with customers.
• Operate with autonomy in a fast-paced, startup setting.
   

What We’re Looking For:

• 5+ years in technical support (SaaS, cybersecurity, or enterprise software), at least 2 years managing Tier-3.
• Proficiency in troubleshooting Web Application and Data pipeline.
• Proficiency in troubleshooting data format issues.
• Proficiency in AWS S3 bucket management, event notifications, and experience with AWS CLI.
• High-level experience in SQL.
• Hands-on Application Monitoring Tools (Grafana, Coralogix)
• Hands-on Kubernetes troubleshooting (Lens)
• Good understanding of Python (bonus)
• Exceptional communication and client-facing skills in English.
• Comfortable working independently in remote setups, fast and independent learner.
• Demonstrated problem-solving and multitasking abilities, with strong organizational and prioritization skills.