Technical Support Engineer

About the role

The role is a customer‑facing technical support position focused on maintaining the reliability and usability of a cloud‑commerce platform serving large service providers. You will own incidents from investigation through resolution while keeping customers informed.

Key responsibilities

• Own technical support tickets end‑to‑end, investigate incidents, troubleshoot, identify root causes and deliver solutions.
• Provide clear guidance on product functionality, configuration, best practices and technical processes.
• Diagnose complex issues using Linux administration, system logs, monitoring tools, networking concepts, databases, APIs and other techniques.
• Maintain accurate ticket records and create knowledge‑base articles to reduce recurring issues.
• Collaborate with developers, product teams and account managers to resolve issues efficiently and escalate when required.

Required profile

• Bachelor’s degree in Computer Science, Engineering or related field with 3+ years of technical support engineering experience.
• Strong analytical, problem‑solving and incident‑management skills, able to work independently in a remote environment.
• Excellent written and verbal English communication skills.

Required skills

• Linux system administration (CentOS, RHEL).
• Networking fundamentals: TCP/IP, IP addressing, subnetting, routing and network configuration.
• Relational databases (PostgreSQL, MySQL, Oracle) and strong SQL query skills.
• API integration experience (REST, SOAP, JSON, XML, XML‑RPC) and authentication standards (OAuth, SAML).
• Familiarity with monitoring and troubleshooting tools, system logs and cloud technologies.
• Programming knowledge in Java, Python or C++ (plus).
• Kubernetes experience (plus).

What we offer

• Remote‑first work environment with globally distributed teams.
• Competitive compensation benchmarked to market.
• Flexible working arrangements within core team hours.
• Opportunities for meaningful ownership, professional development and continuous learning.
• Access to AI tools to improve productivity and documentation.