Requirements

2-5 years of experience in customer support, implementation, or solutions engineering
Experience with SaaS products
Proficiency with RESTful APIs, JSON
Proficiency with at least one scripting language (e.g., Python, Ruby, Node.js)
Experience migrating structured and unstructured content between systems
Ability to explain technical concepts clearly and translate them into plain English
Strong communication skills in both spoken and written English

Startup experience
Exposure to AWS services (e.g. RDS, S3) and OpenSearch or Elasticsearch
Familiarity with SSO protocols (e.g. SAML 2.0, OIDC) and enterprise security practices
Solid SQL skills or ability to use Rails console for data checks and debugging
Experience with document repositories (e.g. SharePoint, Confluence, Zendesk Help Center)
Bachelor's Degree in Computer Engineering, Computer Science, or equivalent

What you will work on

Serve as the technical first line for customer issues, content migrations, and API onboarding
Triage, troubleshoot, and resolve Tier 1 support tickets, including how-to questions and minor configuration issues
Investigate Tier 2 technical problems requiring log analysis, database queries, or staging environment testing
Deliver root-cause analyses and provide workaround solutions for complex issues
Escalate reproducible product defects to Product with clear steps and recommendations
Plan and execute content migrations from legacy systems (e.g. SharePoint, Zendesk Guide, Confluence, etc.) into Bloomfire
Build and run scripts for migration, map metadata, and validate migrated content
Create documentation and tooling to support repeatable and efficient migration workflows
Support external teams in integrating with our REST and GraphQL APIs and OAuth flows
Host onboarding sessions and provide code samples or Postman collections for API integrations
Troubleshoot issues related to authentication, rate limits, and data mapping
Share recurring feedback and integration challenges with Product for roadmap planning