Technical Support Engineer

Job Description

**About the Role**

We are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States.

In this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution.

You will work closely with customers, Product, R\&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the overall customer support experience.

**++Responsibilities++**

* Handle customer tickets at all complexity levels --- from routine data inquiries to complex compliance and technical investigations --- with full ownership from first response to closure.

* Collaborate closely with R\&D, Product Management, Customer Success, and Operations teams

* Monitor and maintain SLA commitments for enterprise customers

* Analyze customer environments, product behavior, APIs, and data flows to identify issues

* Contribute to process improvements and operational excellence initiatives

**++Requirements++**

* 3 years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies

* Experience working cross-functionally with Product and R\&D teams

* Comfort handling compliance or regulatory-sensitive customer communications

* Hands-on experience with customer support and ticketing platforms such as: Salesforce, Freshdesk, Jira.

* Strong troubleshooting and analytical skills with experience investigating technical issues end-to-end

* Experience working with: REST APIs, GraphQL, SQL, MongoDB.

* Basic Python proficiency --- comfortable running and reading Python scripts.

* Strong critical thinking and problem-solving abilities

* Ability to manage multiple priorities in a fast-paced environment

* Excellent communication and stakeholder management skills

Preferred Qualifications

* Experience supporting enterprise or governmental customers

* Experience in data-driven or intelligence platforms

* Knowledge of SaaS infrastructure, integrations, and cloud environments

* Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.

**Location: Washington DC --- hybrid**