lever
Technical Support Engineer
jobgether
Remote, KSA
Full-time
Remote
Discovered 2 weeks ago
Technical supportREST APIsOAuth2JWT authenticationAPI keysMonitoring, logging, and observability
Free
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Technical supportREST APIsOAuth2
Role Overview
Support developers and enterprise customers using a rapidly evolving generative AI platform.
Combine hands-on technical troubleshooting with technical writing, testing, product feedback, and process improvement.
Work across APIs, cloud environments, observability tools, and AI-powered systems.
Key Skills for This Role
Technical supportREST APIsOAuth2JWT authenticationAPI keysMonitoring, logging, and observability
Full Job Posting
Role overview
Support developers and enterprise customers using a rapidly evolving generative AI platform.
Combine hands-on technical troubleshooting with technical writing, testing, product feedback, and process improvement.
Work across APIs, cloud environments, observability tools, and AI-powered systems.
Accountabilities
- Provide advanced support for APIs, platform functionality, UI issues, integrations, and errors.
- Support users through email, chat, and Slack while maintaining a high standard of responsiveness.
- Investigate authentication, HTTP, rate-limit, request, response, and configuration problems.
- Analyze logs, payloads, monitoring data, and observability signals to identify root causes.
- Manage support cases within SLAs, document cases, prioritize urgent issues, and escalate when needed.
- Reproduce and document bugs and edge cases for engineering resolution.
- Provide feedback on recurring issues, reliability, performance, and product improvements.
- Validate new features, releases, and infrastructure changes before production.
- Create troubleshooting guides, FAQs, use cases, how-to content, and documented resolutions.
- Improve developer self-service and support processes through clearer guidance and scalable practices.
- Collaborate with engineering, sales, and other teams on customer issues and product feedback.
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