Enterprise Support Engineer

Skills

About the Role

You will own technical resolution of enterprise inquiries and incidents, debug code-level issues, analyze logs and API usage, and isolate defects with reproduction scripts. You will assess business impact, provide incident updates, support account reviews, create documentation and remediation tools, and relay recurring customer issues to product and engineering.

Requirements

• 3–5+ years of experience in an external-facing support role in B2B SaaS or an API-first environment
• Knowledge of RESTful APIs, HTTP status codes, Server-Sent Events, OAuth, and Bearer tokens
• Code debugging ability in Python, TypeScript, Node.js, Go, Java, or a similar language
• Experience with logging and monitoring platforms
• SQL or similar query-language proficiency
• Ability to support West Coast business hours

Responsibilities

• Resolve inbound enterprise inquiries and incidents
• Debug code-level issues and escalate confirmed defects to Engineering
• Analyze logs, stack traces, and API usage patterns to identify error sources
• Create minimal reproduction scripts using TypeScript, Python, or curl
• Assess requests by technical severity and business impact
• Provide technical data for quarterly business reviews
• Communicate service-disruption updates to stakeholders
• Create public documentation, internal playbooks, and automated remediation tools
• Channel recurring customer friction points and feature requests to Product and Engineering

Benefits

• Equity