Technical Support Engineer II

As a Technical Support Engineer, you are a trusted technical partner to our customers and a key contributor to their success. You operate across the entire application stack, from browser and mobile clients to backend services, APIs, databases, infrastructure, and cloud‑native platforms.

In this role, you will troubleshoot complex, real‑world production environments used by enterprise customers, leading investigations through structured case communication and facilitating live calls or screen‑sharing sessions when deeper, real‑time troubleshooting is required. You will analyze issues spanning frontend behavior, backend services, distributed systems, networking, and infrastructure, applying strong diagnostic skills and systems thinking to identify root cause and guide resolution.

You will continuously expand your technical depth, developing into a well‑rounded technologist with strong customer communication skills and the ability to translate complex technical findings into clear, actionable guidance.

What You'll do

• Investigate and resolve complex customer issues across frontend, backend, and infrastructure layers
• Troubleshoot SaaS applications running in cloud and containerized environments
• Analyze logs, metrics, traces, and configuration data to identify root cause
• Work with technologies spanning:
• Web and UI frameworks
• APIs and backend services
• Databases and messaging systems
• Linux‑based systems and networking
• Containers and orchestration platforms
• Collaborate closely with Engineering, Product, and other internal teams on deep technical investigations
• Clearly communicate findings, mitigations, and recommendations to both technical and non‑technical stakeholders
• Document investigations and contribute to internal knowledge and product feedback loops
• Actively share knowledge and mentor peers through collaboration and technical discussion

Minimum Requirements

• 1+ years of related technical work experience (ex. Technical Support, Software Development, etc.)
• 1+ years of experience working with SaaS applications and infrastructure
• 1+ years of exposure to front end technologies, such as: HTML, JavaScript, CSS
• Modern frameworks (e.g. React, Vue.js, or similar)
• Browser developer tools and debugging.
• 1 + years of experience with full stack web applications (Java, .NET, Go, Python, etc.)
• 1+ years of experience with supporting backend technologies and concepts, including APIs, services, and application architecture.
• Bachelor's degree or relevant technical related experience or training

Preferred Requirements

• 3+ years of related technical work experience supporting/developing full stack web applications
• Experience troubleshooting distributed systems in production environments
• Hands‑on experience with one or more backend languages (e.g., Java, .NET, Go, Python)
• Experience directly interacting with clients, preferably in a support role
• Familiarity with Linux based operating systems
• Exposure to container platforms and orchestration tools (Docker, Kubernetes, OpenShift, etc.)
• Understanding of networking fundamentals (HTTP/S, DNS, TCP/IP, load balancing)

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
• A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
• Attractive compensation packages and stock purchase options with numerous benefits and advantages.

The targeted base pay range for this role is $69K to $85K. When determining your salary, we consider your skills, experience, education, work location and internal equity.