Technical Support Engineer (Remote)

About the role

We are looking for a Technical Support Engineer who thrives on solving the toughest, ambiguous tickets. You will work remotely, using both deep technical knowledge and AI tools to diagnose and resolve complex customer issues that cannot be handled by standard L1 processes.

Key responsibilities

• Investigate escalated cases by reproducing issues, analyzing logs, API interactions and JSON payloads.
• Leverage AI assistants to augment troubleshooting while validating every output against real evidence.
• Communicate clear, concise resolutions to customers, aiming to minimize back‑and‑forth interactions.
• Document diagnostic logic for future agents and AI processes.
• Become proficient with multiple products within the first month and maintain ownership until resolution or clean escalation.

Required profile

• 2+ years of hands‑on technical support or engineering experience.
• Comfortable working in uncertain environments and handling upset customers.
• Self‑starter who removes blockers without relying heavily on managers.
• Strong judgment and ability to synthesize information from tickets, Slack, knowledge bases and system configurations.

Required skills

• REST APIs
• JSON
• HTTP status codes (e.g., 401, 404, 429)
• Command‑line proficiency
• Log analysis

What we offer

• Competitive salary of $60,000 USD per year.
• Fully remote work arrangement.
• Opportunity to work on high‑impact, complex problems with cutting‑edge AI tools.