Technical Support Engineer

Are you passionate about operational excellence, innovation, and leading teams in a dynamic environment? If so, we are excited to meet you!

• Serve as the primary technical support contact for customers and internal stakeholders, providing thoughtful, timely, and professional support.
• Communicate complex technical concepts clearly to both technical and non-technical audiences.
• Support customer developers and administrators with API integrations, SSO configurations, and LMS connectivity (e.g., Canvas, Blackboard).
• Manage real-time customer interactions across multiple channels, ensuring a high standard of service and satisfaction.

• Diagnose, replicate, and resolve application issues related to back-end systems, front-end behavior, and third-party integrations.
• Analyze logs, review API payloads, and debug code snippets (e.g., JavaScript, Python) to identify root causes of errors or misbehavior.
• Document and escalate confirmed bugs and product gaps to Engineering with clear, reproducible steps and impact analysis.

• Own and manage incident communications and root cause documentation for customer-facing outages and degradations.
• Create and maintain data dashboards using SQL and Metabase to track trends, identify anomalies, and deliver actionable insights.
• Contribute to internal service quality through continuous process improvement and case deflection strategies (ex. self-help content, runbooks).
• Maintain service level expectations for response and resolution times on escalated cases.

• Partner cross-functionally with Engineering, Product, QA, and Specialized Support to close the loop on customer issues and product improvements.
• Mentor Support Specialists, providing technical guidance and supporting their development through coaching and knowledge-sharing.
• Participate in QA testing cycles and product validation prior to release to ensure technical readiness and issue prevention.
• Contribute to internal knowledge bases and external support documentation to enable scale and consistency.

Required Skills & Qualifications

• 5+ years in a Technical Support, Support Engineering, or Developer Support role within a SaaS Company.
• Strong troubleshooting skills across front-end and back-end technologies; ability to read and interpret JSON, XML, REST API payloads, and basic code (JavaScript, Python, etc.).
• Hands-on experience supporting SSO, LMS integrations (e.g., Canvas, Blackboard), and third-party developer platforms.
• Proficiency in writing and optimizing SQL queries; experience with data visualization tools such as Metabase, Looker, or Power BI.
• Experience in documenting technical workflows and customer-facing knowledge base articles.
• Excellent communication skills and the ability to translate complex issues into simple, actionable guidance for a wide range of users.

Additional  Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline.
• Experience with education technology platforms or proctoring systems.
• Knowledge of cloud environments (AWS preferred) and CI/CD practices.
• Exposure to security or compliance-driven support environments (e.g., SOC 2, ISO 27001).