Technical Support Engineer

About the role

This customer‑facing position supports a cloud‑commerce platform used by large service providers, distributors and managed service providers. You will own incidents from investigation through resolution while keeping customers informed.

Key responsibilities

• Own technical support tickets end‑to‑end, investigate, troubleshoot, identify root causes and deliver solutions.
• Provide guidance on product functionality, configuration, best practices and technical processes.
• Diagnose issues using Linux administration, system logs, monitoring tools, networking, databases, APIs and related techniques.
• Communicate with customers, maintain SLA‑compliant updates and document ticket details.
• Collaborate with developers, product teams and account managers to resolve and escalate issues.
• Create and improve knowledge‑base articles, technical notes and troubleshooting documentation.
• Explore AI tools to automate repetitive work, accelerate troubleshooting and enhance documentation.

Required profile

• Bachelor’s degree in Computer Science, Engineering or related field with 3+ years of technical support experience.
• Strong analytical, problem‑solving and incident‑management skills; able to work independently in a remote environment.
• Excellent written and verbal English communication, with a customer‑focused mindset.

Required skills

• Linux system administration (CentOS, RHEL).
• Networking concepts: TCP/IP, IP addressing, subnetting, routing and troubleshooting.
• Relational databases (PostgreSQL, MySQL, Oracle) and SQL query skills.
• API integration experience (REST, SOAP, JSON, XML, XML‑RPC) and authentication standards (OAuth, SAML).
• Experience with web‑hosting or similar infrastructure environments.
• Familiarity with Java, Python or C++ (plus).
• Kubernetes experience (plus).

What we offer

• Remote‑first work environment with globally distributed teams.
• Competitive compensation benchmarked to local markets.
• Flexible working arrangements within core team hours.
• Ownership of technical work and growth opportunities.
• Professional development, continuous learning and access to AI tools.
• Inclusive, collaborative culture focused on trust, respect and skill‑based career growth.