Technical Support Engineer

Skills

About the Role

You will own customers' technical issues from first contact to resolution, helping them identify and understand problems. You will use product usage data, monitoring, logs, and support patterns to spot issues before customers report them, and proactively reach out when you find potential problems or opportunities to improve integrations. You will propose practical solutions and best practices based on each customer's needs, collaborate with Engineering and Infrastructure on incidents, prevent recurring issues through automation, documentation and tooling, represent the customer perspective, and participate in the on-call rotation for critical incidents.

Requirements

• At least two years of experience in technical support, solution engineering, QA, or a similar technical role
• Understanding of APIs, HTTP, JSON, authentication, and system integrations
• Ability to analyze requests, responses, logs, and error messages to identify root causes
• Ability to translate customer needs into practical technical solutions and explain them clearly
• Ownership and prioritization based on urgency and customer impact
• Comfortable communicating with customers and collaborating with technical teams
• Proactive approach to identifying and preventing customer issues
• Basic scripting or automation skills
• Fluent English communication, both verbal and written
• Curiosity and willingness to learn blockchain technologies
• Nice to have: cloud infrastructure, Linux, Docker, or TypeScript experience
• Nice to have: blockchain technology experience or understanding of public blockchain networks
• Nice to have: WebSockets, gRPC, or other real-time communication technologies

Responsibilities

• Own customers' technical issues from first contact to resolution
• Use product usage data, monitoring, logs, and recurring support patterns to identify issues before customers report them
• Proactively reach out to customers when identifying potential issues or opportunities to improve their integration
• Propose practical solutions and best practices based on each customer's technical and business needs
• Help prospects and existing customers get the most value from Tatum's products
• Collaborate with Engineering and Infrastructure on incidents and complex technical problems
• Prevent recurring issues through automation, documentation, tooling, configuration changes, and product improvements
• Represent the customer perspective and contribute to product and customer experience improvements
• Participate in the on-call rotation for critical incidents