Technical Support Engineer

What you'll do

• Resolve 10-12 customer tickets daily via Zendesk while maintaining high quality standards.
• Troubleshoot technical issues using internal tools and documentation to identify root causes.
• Escalate complex integration issues to Engineering or Partnership teams for resolution.
• Manage the full lifecycle of an issue from initial symptom to final resolution.
• Collaborate with Product and Engineering teams to resolve technical bugs and system issues.
• Assist Go-to-Market teams in managing and resolving high-priority customer escalations.
• Execute projects focused on improving internal tools, documentation, and support processes.

What we're looking for

• Must have 2+ years of experience in a customer-facing role.
• Must have 6+ months of experience working with REST APIs, SQL, CSS, HTML, and a coding language like JavaScript or Python.
• Knowledge of ticketing systems (e.g., Zendesk, Jira) and data visualization tools (e.g., Mode).
• Experience supporting technical projects and/or process improvement (preferred).
• Strong written and verbal communication skills.
• Ability to work independently as a self-starter with effective time management.
• Must be based in the Pacific Time Zone (PST/PDT).