Technical Support Representative

About the role

You'll be the first line of defense for technical issues and the bridge between our customers and our development team. You own the support queue end-to-end triaging, investigating, and resolving what you can, and escalating the rest to developers with enough context that they can fix it fast.

When an issue needs a code-level fix, you'll dig in alongside an engineer, often implementing and testing the fix under their guidance. The goal: free up developer time by making sure only genuine, well-documented bugs ever reach them.

Key responsibilities

• Own the support/ticketing queue as the first point of contact for technical queries
• Triage and prioritize incoming tickets by severity, impact, and urgency
• Reproduce reported bugs and document clear, step-by-step reproduction notes
• Resolve common and known issues independently using docs, runbooks, and logs
• Escalate true bugs to developers with full context logs, environment, steps, screenshots
• Pair with developers to investigate root causes and, under guidance, implement and verify fixes
• Build and maintain the knowledge base, FAQs, and internal runbooks
• Spot recurring issues and surface patterns to product and engineering
• Communicate status and resolutions clearly to both customers and internal teams
• Meet response and resolution SLAs

Required skills & qualifications

• [13] years in technical support or a customer-facing technical role
• Basic-to-intermediate coding ability in at least one language (e.g., JavaScript, Python)
• Comfortable reading logs, using browser dev tools, and running basic SQL queries
• Familiar with ticketing tools (Zendesk, Freshdesk, Jira, Intercom, or similar)
• Strong written and verbal communication
• Methodical problem-solving and sharp attention to detail
• Able to translate between technical and non-technical audiences

Nice to have

• Experience working with APIs and tools like Postman
• Git fundamentals
• Background in a SaaS or product company
• Exposure to monitoring/error tools (Sentry, Datadog, etc.)