Technical Support Engineer

  • Closed
  • US Company | Small ( employees)
  • LATAM (100% remote)
  • 7+ years
  • Long-term (40h)
  • SaaS Tools
  • Full Remote

Required skills

  • React.js
  • Node.js
  • TypeScript
  • MongoDB
  • AWS
  • Jira

Requirements

Must-haves

  • 7+ years of professional experience
  • Experience with React, TypeScript, NodeJS, Express.js, MongoDB, and AWS
  • Experience handling customer support for web applications
  • Proficiency in debugging and troubleshooting techniques
  • Knowledge of common security vulnerabilities and best practices to mitigate them
  • Strong understanding of databases, 3rd party APIs, and authentication mechanisms
  • Strong problem-solving skills and a customer-centric mindset
  • Ability to explain technical concepts to non-technical users in a concise and clear manner
  • Strong communication skills in both spoken and written English

Nice-to-haves

  • Startup experience
  • Experience working in a SaaS environment
  • Familiarity with customer support tools (e.g. JIRA, Service Desk, etc.)
  • Understanding of the iPaaS (Integration Platform as a Service) landscape
  • Bachelor's Degree in Computer Engineering, Computer Science, or equivalent

What you will work on

  • Analyze complex issues, identify root causes, and implement timely and effective solutions
  • Translate customer feedback into actionable features for the product team
  • Identify, document, and report bugs or issues experienced by customers
  • Utilize debugging and troubleshooting techniques to diagnose and resolve issues in production systems
  • Resolve technical issues, answer customer questions, and address concerns related to the platform and integrations
  • Work alongside the Customer Success and engineering teams to keep customers informed about issue statuses, resolutions, and updates
  • Create and maintain documentation of customer issues, solutions, and best practices to enhance the support process and knowledge bases
  • Monitor system performance and customer usage to identify potential issues before they impact users
  • Assist in the training and onboarding of new customers, ensuring they have a solid understanding of the platform and its capabilities