Technical Support Engineer

Role Overview

Work Arrangement

• The role is fully remote with flexibility to work from anywhere.
• The job is associated with Canada.

Accountabilities

• Provide advanced technical support for platform functionality, APIs, UI issues, errors, and integration challenges.
• Support users across multiple products through email, chat, and Slack while maintaining responsive service.
• Diagnose OAuth2, API key, JWT, HTTP error, malformed request, rate-limit, and API configuration issues.
• Analyze logs, error messages, request and response payloads, and observability data to identify root causes.
• Manage support cases within SLA timeframes, maintain accurate records, and escalate complex or unresolved issues.
• Reproduce, document, and escalate bugs and edge cases with engineering teams.
• Share structured customer feedback about recurring pain points, reliability, performance, and improvement opportunities.
• Test and validate new features, product releases, and infrastructure changes before production.
• Create troubleshooting guides, FAQs, use-case documentation, how-to content, and recurring-issue solutions.
• Improve developer-facing documentation and knowledge resources to support self-service integrations.
• Recommend process improvements that enhance customer experience and operational efficiency.

Requirements

• Experience in technical support, technical operations, developer support, or a similar customer-facing engineering environment is required.
• Strong analytical thinking and systematic troubleshooting skills across web platforms, APIs, cloud environments, and enterprise software are required.
• Hands-on REST API and backend service support experience, including authentication flows, HTTP errors, and integration patterns, is required.
• Experience using monitoring, logging, and observability tools is required.
• Familiarity with AI platforms, machine learning systems, generative AI, or data-intensive applications is highly valuable.
• Strong written and verbal English communication skills are required.
• A customer-first mindset, patience, empathy, sound judgment, and focus on successful user outcomes are required.
• Technical writing experience with guides, FAQs, troubleshooting documentation, or knowledge-base content is required.
• The role requires prioritizing concurrent cases, responding urgently to critical issues, and remaining composed in a fast-paced environment.
• The role requires independent work and effective collaboration with engineering, sales, product, and other internal teams.
• The role requires proactive identification of recurring problems and initiation of improvements.
• Familiarity with Slack, Linear, Notion, and GitHub is requested.

Benefits and Growth

• The package includes competitive salary and equity.
• The role offers challenging work in generative AI and AI infrastructure.
• The position provides learning and professional growth opportunities in a rapidly scaling technology environment.
• The role offers exposure to AI platforms, APIs, production systems, and developer-focused technologies.
• Regular team events and offsites are intended to strengthen collaboration and team connections.

Application Process

• Applications and next steps are managed by the partner company.