Technical Support Engineer

Own the resolution of assigned customer issues from end to end. Research, address, and resolve a diverse range of technical customer issues. Dig into our code base and architecture, understand how we do things, and use that knowledge to guide our customers and resolve issues for them. Work with Go,TypeScript, and SQL to diagnose and resolve customer issues. Ensure that our customers receive prompt and effective technical support that meets their needs and exceeds their expectations with a very technically complex product. Work closely with Engineering, Customer Success, and Account Management teams to provide the best technical support to our customers. Contribute to comprehensive technical documentation to ensure clarity and accessibility to our customers on how our product works. Contribute to internal documentation to keep runbooks/procedures up to date and to share knowledge with the team. Provide expert technical support for the entire life cycle of the customer, from pre-sales/onboarding and on. Act as the voice of the customer based on your frontline knowledge of customer needs - work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy. Clearly communicate customer issues that require visibility internally and externally in a way that both technical and non-technical teams can understand.