Technical Support Engineer Tier 2

Job 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.

**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**.