Technical Support Engineer

You will manage customer issues from their first symptoms through resolution, respond to customer tickets through Zendesk, troubleshoot technical problems with internal tools and documentation, escalate issues to Engineering or Partnership teams, improve processes and tooling, support customer escalations, and collaborate with product and engineering teams.

Responsibilities

• Respond to 10–12 customer tickets per day via Zendesk
• Troubleshoot customer issues using internal tools and documentation
• Escalate issues to Engineering or Partnership teams
• Work on projects to improve internal and external processes
• Contribute to tooling, documentation, and process improvement projects
• Assist go-to-market teams with customer escalations
• Collaborate with EPD teams on issue resolution

Requirements

• 2+ years in a customer-facing role
• 6+ months working with REST APIs, SQL, CSS, HTML, and JavaScript or Python
• Knowledge of ticketing systems such as Zendesk and Jira
• Knowledge of data visualization tools such as Mode
• Experience supporting technical projects or process improvement preferred
• Strong written and verbal communication
• Ability to work independently
• Effective time management
• Based in the Pacific Time Zone