Overview
We are seeking a Technical Support Engineer to join our Enterprise Support team on a fully remote basis for an initial 12-month contract, with the possibility of extension. In this hands-on role, you will investigate and resolve technical issues related to enterprise applications, APIs, and web-based products while collaborating closely with Engineering and Product teams.
Responsibilities
- Investigate and resolve technical issues across applications, APIs, and web platforms.
- Use SQL and technical investigation skills to identify root causes and solve problems.
- Manage incidents and escalations through to resolution.
- Work closely with Engineering and Product teams to troubleshoot and resolve complex issues.
- Utilize monitoring, debugging, and ticketing tools to support technical investigations.
- Create and improve technical documentation and support processes.
- Employ AI to accelerate investigations, problem-solving, scripting, and workflow automation.
Requirements
- Experience in Technical Support, Application Support, Production Support, or a similar software-focused environment.
- Strong SQL skills and a troubleshooting mindset.
- Understanding of REST APIs and web technologies.
- Some experience with coding or scripting.
- Experience managing incidents, escalations, and meeting SLAs.
- Confident in using AI tools for technical investigations and problem-solving.
- Strong communication skills with the ability to work independently in a fast-paced environment.
- Fluency in English, with additional languages being a plus.