Technical Support Engineer – Remote (AI‑augmented)

About the role

We are looking for a Technical Support Engineer who thrives on solving the toughest, ambiguous tickets. The role blends deep hands‑on troubleshooting with AI assistance to deliver accurate solutions while maintaining a calm, customer‑focused communication style.

Key responsibilities

• Investigate and resolve complex, escalated support tickets that cannot be handled by automated L1 processes.
• Reproduce failures, analyze logs, examine JSON payloads, and interpret HTTP status codes (401, 404, 429, etc.).
• Leverage AI tools to augment diagnostics, validate outputs, and create reliable documentation for future use.
• Own each issue from start to finish, escalating only when a clear, well‑documented handoff is required.
• Collaborate across internal Slack channels, knowledge bases, and product teams to gather evidence and unblock customers.

Required profile

• Self‑starter who can unblock themselves without heavy manager reliance.
• Comfortable working on multiple products and rapidly learning new stacks within a month.
• Excellent judgment in ambiguous situations and strong written communication to defuse tense customer interactions.

Required skills

• REST APIs
• JSON
• HTTP status codes
• Command‑line proficiency
• Log analysis