Customer Support Engineer

The Customer Support Engineer will be a key individual contributor within our new Customer Engineering function. This role is perfect for a technically skilled problem-solver who is passionate about helping customers and is eager to grow their career in a dynamic environment. You'll be responsible for providing hands-on technical support, troubleshooting complex issues, and directly supporting our enterprise clients. This role is a great fit for someone with a proactive, can-do attitude who is comfortable getting things done, and is keen to learn and apply new technologies, including AI and automation, to improve our support processes. Key Responsibilities: Technical Problem Solving: Debug and troubleshoot technical issues for our enterprise customers, including complex API queries and integration challenges. Debug booking failures across multiple API integrations using distributed traces and monitoring tools. Write scripts to reproduce issues and use command-line tools (curl, jq, grep) for API testing and log analysis. Serve as a technical point of contact and resolve escalated issues in collaboration with internal developers. Knowledge Transfer and Automation: Document solutions and create knowledge base articles to empower the wider team. Build runbooks for supplier-specific debugging procedures. Identify opportunities to automate workflows and support processes to improve efficiency and response times. Create scripts to automate repetitive debugging tasks. Customer-Centric Engagement: Provide direct, hands-on support to customers, addressing their technical needs and ensuring a positive experience. Translate complex technical failures into clear business impact for stakeholders. Cross-Functional Collaboration: Work closely with the Customer Success team to understand customer needs and ensure technical solutions are aligned with business goals. You'll also have the unique opportunity to collaborate directly with our core engineering team to improve product functionality, logging, and other key technical areas, ensuring our platform is as robust and easy to support as possible. Continuous Improvement: Proactively identify areas for improvement in our support processes and contribute to a culture of continuous learning and excellence within the team. Analyze incident patterns using SQL queries to identify systemic issues.