Technical Support Engineer — Seattle, WA

About The Role

The role serves as a technical escalation point for customers running complex, distributed systems in production. Technical Support Engineers debug API integrations, database performance issues, networking problems, and service degradations that standard support cannot resolve, working directly in customer environments when needed.

This role sits at the intersection of support and engineering: root-causing issues at the code and infrastructure level, writing clear technical documentation, and feeding reproducible bugs and architectural feedback directly to the product engineering team. The work directly impacts enterprise retention and platform reliability.

Key Responsibilities

• Own and resolve escalated technical tickets covering APIs, SDKs, Linux/Unix systems, networking (TCP/IP, DNS, TLS), and cloud infrastructure (AWS, GCP)

• Reproduce customer issues in lab environments, capture logs and traces, and perform root-cause analysis using tools like Splunk, Datadog, or equivalent observability platforms

• Write and maintain SQL queries and scripts (Python, Bash) to investigate data integrity and system behavior during incident triage

• Escalate confirmed product bugs to engineering with detailed reproductions, expected vs. actual behavior, and business-impact context; drive tickets to resolution

• Author and update internal runbooks, knowledge-base articles, and customer-facing technical documentation

• Participate in an on-call rotation for Severity-1 incidents, coordinating cross-team response and clear customer communication during outages

• Contribute to post-incident reviews and identify systemic fixes that reduce ticket volume

What We Are Looking For

• 3+ years in technical support, SRE-adjacent, systems administration, or support engineering roles at a SaaS or infrastructure company

• Strong working knowledge of REST APIs, HTTP, JSON, and debugging tools (curl, Postman, tcpdump, browser dev tools)

• Hands-on experience with Linux administration and cloud platforms (AWS preferred)

• Proficiency in SQL and at least one scripting language (Python or Bash)

• Clear written communication; able to explain complex technical issues to both engineers and non-technical stakeholders

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

• Bonus: Kubernetes, Terraform, or CI/CD familiarity; experience with ticketing workflows in Zendesk, Salesforce Service Cloud, or Jira Service Management; a second spoken language