Job title: Support Engineer

Location: [Company location]

Reports to: [Support Engineering Manager or Head of Customer Support]

Employment type: [Full-time]

Job summary:

We're looking for a Support Engineer to solve technical problems for customers using [product name]. The right person digs into logs, APIs, and databases to find root causes, explains fixes clearly, and works with engineering to fix bugs.

Support engineers protect customer trust when something goes wrong. Fast, accurate fixes reduce churn, and clear bug reports help the product team improve the product.

Key responsibilities:

• Handle escalated technical tickets in [Zendesk, Intercom, or Jira Service Management] within SLA.
• Reproduce customer issues and find root causes using logs, browser tools, and database queries.
• Troubleshoot API, integration, and authentication issues such as SSO and webhooks.
• Write clear bug reports with steps to reproduce and hand them to engineering in Jira.
• Join customer calls to diagnose complex problems.
• Write scripts in [Python or JavaScript] to automate fixes or data cleanup.
• Use monitoring tools such as [Datadog or Sentry] to spot and investigate incidents.
• Communicate updates to customers during incidents.
• Write and update help center articles and internal runbooks.
• Share customer feedback and trends with product and engineering teams.

• Bachelor's degree in Computer Science or a related field, or equivalent experience.
• [X]+ years of experience in technical support, support engineering, or software development.
• Working knowledge of REST APIs, JSON, and HTTP.
• Basic SQL and scripting skills.
• Experience with a support ticketing system.
• Experience supporting SaaS or [type of] software.

• Technical troubleshooting.
• Root cause analysis.
• Written communication with customers.
• API and log analysis.
• Prioritization under pressure.
• Empathy.

• Experience with cloud platforms such as AWS.
• Experience with identity providers such as Okta or Microsoft Entra ID and protocols such as SAML or OIDC.
• Experience with monitoring tools such as Datadog or Sentry.

• [Health, dental, and vision insurance, or private medical cover]
• [Retirement plan, such as a 401(k), pension, or superannuation]
• [Paid time off and holidays]
• [Remote or hybrid work options]
• [On-call and shift allowances]
• [Salary range]