Role Overview

As a Technical Support Engineer based in Austin, you will be a trusted technical partner for our customers - owning issues end-to-end, digging into data to find root causes, and communicating clearly with both technical and non-technical audiences. You will work closely with Engineering, Operations, Product, and Customer Success to resolve complex problems and shape product improvements. This role is ideal for someone who is curious, analytical, and energized by turning messy data and ambiguous customer issues into clear answers.

Key Responsibilities

Serve as the primary technical contact for customers - own cases from first response through resolution.
Investigate and troubleshoot product issues across web, API, and database layers; reproduce, isolate, and document root cause.
Run SQL queries and analyze logs, usage data, and error patterns to diagnose problems and surface trends.
Communicate clearly and empathetically with customers - setting expectations and keeping stakeholders informed.
Partner with Engineering and Product to escalate complex issues, file actionable bug reports, and advocate for customer needs.
Maintain accurate, well-organized records in the ticketing system; track recurring issues and contribute to backlog prioritization.
Build and update knowledge base articles, FAQs, runbooks, and internal documentation to scale support quality.
Identify automation and process improvements that reduce response time and improve customer outcomes.

Required Qualifications

Strong data analysis skills - confident writing intermediate-to-advanced SQL (joins, aggregations) to investigate issues and answer customer questions.
Comfort working with spreadsheets (Excel, Google Sheets or similar) to slice data and spot patterns.
Excellent written and verbal communication skills - able to translate technical detail for non-technical customers and stakeholders.
Proven track record managing customer communication across multiple channels (tickets, email, live chat, calls).
Strong problem-solving instincts: methodical, curious, and persistent when chasing root cause.
Experience with ticketing/support platforms such as Zendesk, Jira Service Management.
Familiarity with common operating systems (Windows, macOS, Linux) and the command line.
Ability to work independently, prioritize a queue, and manage multiple cases without losing the thread.
Based in Austin, TX, or able to work on-site / hybrid from our Austin office.

Preferred Qualifications (Nice to Have)

2+ years in a technical support, support engineering, or similar customer-facing technical role at a software or SaaS company.
Experience supporting B2B SaaS products with technical or developer-facing customers.
Working knowledge of REST APIs, webhooks, and reading/debugging API requests and responses.
Experience with log analysis and monitoring tools (LM, Sumo).
Exposure to cloud platforms (AWS, GCP, or Azure) and basic networking concepts.
Prior experience writing customer-facing technical documentation or knowledge base content.
Technical certifications or relevant coursework in computer science, information systems, or analytics.

Compensation & Benefits

Base salary range: $70,000 – $80,000, commensurate with experience. In addition, we offer:

Medical, dental, and vision insurance with employer-paid premium options.
Generous paid time off, plus paid company holidays and sick leave.
Hybrid work flexibility from our Austin office.

Equal Opportunit Equal Opportunity

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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