Technical Support Engineer — San Francisco, CA

About The Role

The role sits at the intersection of customer success and engineering, owning the resolution of complex technical issues across APIs, cloud infrastructure, and distributed systems. The Technical Support Engineer reproduces bugs, reads logs and stack traces, and drives escalations through root-cause analysis rather than scripted workarounds.

The work directly protects revenue and retention: every escalated incident resolved quickly and cleanly keeps enterprise customers live and confident in the platform. The role also feeds systematic fixes back to product and engineering, reducing ticket volume over time.

Key Responsibilities

• Own complex technical escalations end-to-end: reproduce issues, analyze logs, query databases, and identify root cause across API, networking, and infrastructure layers

• Debug customer implementations using tools like curl, SQL, Kibana/Grafana, and language-level stack traces (Python, Go, or JavaScript)

• Communicate incident status, workarounds, and postmortems clearly to technical stakeholders, engineers, and executives

• Partner with software engineering on bug triage, providing detailed reproductions and advocating for customer-impacting fixes

• Author and maintain runbooks, internal knowledge base articles, and public-facing technical documentation

• Identify recurring failure patterns and drive systemic improvements to tooling, alerting, and support automation

• Participate in a rotating on-call schedule for high-severity incidents with defined SLAs

What We Are Looking For

• 3-6 years in technical support, SRE-adjacent, or software engineering support roles at a SaaS or infrastructure company

• Strong troubleshooting skills across Linux environments, REST APIs, and distributed systems; comfortable reading logs, traces, and metrics

• Proficiency with at least one scripting or programming language (Python, Go, Bash, or SQL)

• Hands-on experience with ticketing and observability tools (Zendesk, Salesforce, Datadog, PagerDuty, or similar)

• Experience supporting enterprise customers and communicating with both technical and non-technical audiences

• Bachelor's degree in Computer Science or equivalent practical experience

• Bonus: Experience with cloud platforms (AWS, GCP, Azure), Kubernetes, or webhooks/API integrations; prior on-call or incident-response experience