Technical Support Engineer

Skills

About the Role

You will work directly with customers to troubleshoot, debug, and resolve complex technical issues on an AI-powered code review platform. You will educate customers on best product usage, host Zoom calls to improve their experience, support customer success and sales teams, and collaborate with developers to identify defects and product improvements. You will also build tools, maintain knowledge bases, and join a rotational support schedule including off-hours.

Requirements

• At least 2 years of experience in technical support, software engineering, or another customer-facing technical role
• Business fluency in spoken and written English
• Passion for high-quality customer experience
• Experience with modern ticketing and customer support systems
• Excellent problem-solving skills and ability to debug complex technical issues

Responsibilities

• Troubleshoot, debug, reproduce and resolve complex technical issues with customers
• Educate customers on best product usage
• Set up Zoom calls with customers to resolve issues and enhance adoption
• Support customer success and sales teams on sales, retention and expansion
• Work with developers to identify defects and product improvement opportunities
• Test new features and develop tools to scale deployments and auto-support infrastructure
• Analyze the existing customer base to minimize risks in the install base
• Define product changes with development engineering based on customer feedback
• Develop internal and external knowledge bases
• Provide support on weekdays and off-hours on a rotational basis

Benefits

• Equity