Technical Support Engineer Tier 2

About the Role

Description We are a young, dynamic hi-tech company seeking a passionate, resilient, and proactive Technical Support Engineer to join our growing team. In this role, you will become an expert in the inner workings of our platform and take responsibility for Tier-1 support, cross-team investigations, and customer success enablement. You will work closely with Product, Engineering, and Business teams to ensure a smooth client experience, providing guidance, issue resolution, proactive support, and intiatiives to improve the team's performance This is a demanding and fast-paced role ideal for someone who thrives under pressure, has deep empathy for users, and is excited about solving problems and helping others succeed. Responsibilities • Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments. • Investigate root causes, debug issues, and coordinate escalations with engineering and product teams. • Guide customers through platform features, API integrations, and SFTP connections. • Help define and improve internal workflows by creating documentation, process diagrams, and training materials. • Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution. • Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams. • Provide product education and support to clients, helping them understand platform functionality. • Being on call for urgent issues as part of a regular rotation. Requirements Minimum Requirements • 2+ years experience in a customer-facing technical support or technical account management role • Fluent English, excellent written and verbal communication skills. • Demonstrated ability to work independently in high-pressure and high-volume environments. • Technical troubleshooting skills with experience in • Zendesk • SFTP • API integration • Basic Python • Strong problem-solving skills and ability to identify and explain technical issues clearly to both technical and non-technical audiences. • Hardworking, deeply dedicated, and proactive mindset with a bias for action. Nice to Have (Advantages) • Experience with Ruby, AWS Athena (SQL), or Airflow. • Prior exposure to customized, high-touch platforms in a SaaS or startup setting. • Familiarity with product operations or process design. • Comfort leading initiatives for team training, process change, and documentation creation.