Technical Support Engineer

The Technical Support Engineer will serve as a frontline technical expert to diagnose and resolve customer issues, ranging from product bugs to configuration questions and usage blockers. A hunger to solve technical issues and get into code and architecture is a must, due to infrastructure-heavy product. The engineer will act as the voice of the customer to internal teams, escalating complex issues with detailed context and urgency and provide timely, empathetic, and accurate responses through email, slack, or other support channels. The engineer's responsibilities include designing and refining scalable support processes to improve response times, resolution rates, and CSAT. Maintaining a growing knowledge base to empower customers and reduce ticket volume while championing knowledge-sharing practices within the support team is also a responsibility. The engineer is expected to work closely with Product Managers and Engineers to triage bugs, clarify feature requests, code out fixes, and prioritize customer needs. Collaboration with Go-To-Market teams (Customer Success, Sales, Field Engineering) to support customer onboarding, proof-of-value pilots, and post-sales success is crucial, as is contributing feedback loops that improve product usability, documentation, and onboarding materials.