About The Role The role handles escalations that go beyond standard support, debugging complex technical issues in a cloud-based SaaS platform spanning APIs, webhooks, integrations, and infrastructure. You will be the technical bridge between customers and engineering, owning problems end-to-end until resolution. This work matters because enterprise customers depend on the platform for business-critical workflows. Every root cause you uncover, reproduction case you document, and fix you drive makes the product measurably more reliable for thousands of customers.

Key Responsibilities

Own and resolve advanced technical escalations involving REST APIs, SDKs, authentication (OAuth, SAML), and integration failures Diagnose issues using logs (Splunk/Datadog), SQL queries, and network analysis; reproduce bugs and file detailed, actionable engineering tickets Serve as technical point of contact for enterprise accounts during incidents, coordinating with engineering on status updates and post-incident summaries Write and maintain runbooks, debugging guides, and internal knowledge-base articles to raise the bar for the broader support team Partner with product and engineering on recurring issues, contributing customer context to prioritization and root-cause analysis Improve tooling and automation for triage, monitoring, and self-service diagnostics Meet SLA, escalation-quality, and customer-satisfaction targets while mentoring Tier 1 specialists What We Are Looking For 3-6 years in technical support, support engineering, or a related hands-on technical role (SaaS preferred) Strong debugging skills: comfortable reading logs, traces, HTTP requests/responses, and code-level error output Working knowledge of REST APIs, webhooks, JSON, curl/Postman, and scripting in Python or Bash Familiarity with cloud infrastructure (AWS, GCP, or Azure), Linux fundamentals, and observability tools like Datadog or Splunk Clear, concise written communication — able to explain complex technical issues to both engineers and non-technical stakeholders Bachelor's degree in Computer Science or equivalent practical experience Bonus: SQL proficiency, experience with CI/CD pipelines, Kubernetes troubleshooting, or technical writing samples