Support Engineer

Skills

About the Role

You will diagnose and resolve complex production issues for technical users. You will debug Python and no-code agents, provide advanced support through monitoring alerts, investigate issues across the stack, escalate defects, share product feedback, and build automated diagnostics that reduce resolution times.

Requirements

• 5+ years of technical support experience in an enterprise B2B SaaS organization
• Technical proficiency with AWS or GCP, Python, SDKs, SSO, SCIM, Jira, Grafana, and Datadog
• Strong RESTful API debugging, integration, and usage skills
• Ability to work directly with customers to resolve product issues
• Excellent technical writing and communication skills
• GenAI and LLM experience is a bonus

Responsibilities

• Own the triage and resolution of complex customer production issues
• Guide technical users by debugging and refining Python and no-code agents
• Provide Tier 2 support for complex production issues through monitoring alerts
• Investigate technical issues across the stack and escalate them to product and engineering
• Gather and share platform feedback and feature requests
• Build and maintain automated diagnostic tools and scripts

Benefits

• Generous PTO and company holidays
• Medical, dental, and vision coverage
• 16 weeks of paid parental leave
• Fertility and family-planning support
• Early-detection cancer testing
• Flexible spending account and dependent FSA options
• Health savings account with company contribution for eligible plans
• Wellness stipend
• Learning and development stipend
• Company and team off-sites
• Company stock options
• 401k