Job Description

About The Role

The role is the technical front line for a cloud-based developer and operations platform, resolving customer issues across APIs, integrations, and deployment workflows at scale. Support specialists here do more than close tickets — they debug real systems, reproduce edge cases, and translate customer pain into clear, actionable bug reports for engineering.

The position matters because the product sits in customers' critical paths: downtime and broken integrations are emergencies, not inconveniences. The team values fast, technically credible resolutions, rigorous documentation, and a feedback loop that measurably improves the product.

Key Responsibilities

Resolve customer-reported issues across email, chat, and escalated phone queues, prioritizing severity and business impact
Diagnose API errors, webhooks, and integration failures using logs, HTTP tracing tools (curl, Postman), and browser dev tools
Reproduce bugs, write detailed repro steps, and escalate to engineering with complete diagnostic context in Jira
Own assigned escalations end-to-end, coordinating across engineering, product, and customer-facing teams until resolution
Author and maintain internal runbooks and customer-facing help-center articles in Zendesk Guide
Analyze ticket trends and recurring issues, delivering weekly insights to product and engineering stakeholders
Meet response-time, resolution-time, and CSAT targets while maintaining high-quality written communication

What We Are Looking For

3-5 years in technical support, support engineering, or a similar front-line technical role at a SaaS or infrastructure company
Working knowledge of REST APIs, JSON, HTTP status codes, and debugging with tools like curl or Postman
Comfort with command-line environments and reading application logs; basic SQL is a plus
Experience with support platforms (Zendesk, Salesforce Service Cloud, or similar) and issue trackers (Jira, Linear)
Clear, empathetic written communication — able to explain technical concepts to both developers and non-technical users
Bachelor's degree in a technical field or equivalent practical experience
Bonus: scripting skills (Python, Bash) for automating troubleshooting; experience with CI/CD pipelines or cloud platforms (AWS, GCP); familiarity with status-page incident communication

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