Technical Support Engineer

You will investigate and reproduce customer-reported issues, diagnose complex technical problems, and coordinate resolutions with global Product, Engineering, and Customer Success colleagues. You will communicate customer status, escalate urgent cases, improve support documentation and workflows, and build trusted customer relationships.

Responsibilities

• Investigate and troubleshoot customer-reported issues
• Reproduce problems and involve team members when needed
• Diagnose and resolve complex technical challenges
• Build customer relationships through clear communication
• Collaborate with Product, Engineering, and Customer Success teams
• Identify concerns early and remove technical blockers
• Escalate high-priority issues to management
• Improve internal processes, documentation, and support workflows
• Provide structured reporting on open issues and customer status

Requirements

• 3+ years of experience as a Technical Support Engineer or Product Support Engineer
• Experience with SaaS-based products
• Experience with APIs and cloud environments
• Familiarity with Datadog
• Native-level English and Spanish
• Experience with Python or Go
• Experience with GCP, Grafana, or blockchain or digital asset infrastructure
• Experience in startup or fast-scaling environments
• Experience mentoring or establishing technical support practices