Job Description

About The Role

The role sits at the intersection of customer success and engineering, owning the resolution of technically complex escalations — API failures, integration bugs, infrastructure performance issues, and edge-case product defects.

The role matters because retention depends on it: every escalated ticket is either a churn risk or an opportunity to deepen trust. The team works directly with engineering to turn raw customer pain into shipped fixes and better product design.

Key Responsibilities

Own escalated technical tickets end-to-end, from initial triage through root-cause diagnosis and confirmed resolution
Debug customer issues across REST APIs, webhooks, SDKs, and distributed cloud infrastructure using logs, traces, and reproducible test cases
Read and write code (Python, JavaScript, or Bash) to reproduce bugs, build diagnostic tooling, and validate fixes before they ship
Partner directly with software engineers on escalated defects, writing detailed bug reports with reproduction steps and expected vs. actual behavior
Author and maintain runbooks, troubleshooting guides, and internal knowledge-base documentation
Analyze ticket trends and recurring failure patterns; present findings and product recommendations to engineering and product leadership
Participate in a weekly on-call rotation for high-severity incident response and customer communication

What We Are Looking For

3-6 years in technical support, support engineering, SRE, or a similar customer-facing technical role
Strong working knowledge of HTTP, REST APIs, JSON, DNS, TLS, and how modern web applications fail in production
Hands-on experience with observability and logging tools (Datadog, Splunk, or similar) and ticketing systems (Zendesk, Jira, Salesforce)
Proficiency in at least one scripting language (Python preferred) for automation and diagnostics
Experience with SQL and cloud platforms (AWS, GCP, or Azure)
Track record of translating complex technical concepts into clear, empathetic communication with non-technical customers
Bonus: experience with Kubernetes, Docker, or CI/CD pipelines; prior work in a startup or high-growth environment; contributions to technical documentation or public developer communities

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