Technical Support Engineer

About the role

This customer‑facing technical support position focuses on maintaining the reliability and usability of a cloud‑commerce platform for 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 incidents, troubleshoot, identify root causes and deliver solutions.
• Provide guidance on product functionality, configuration, best practices and technical processes.
• Diagnose complex issues using Linux administration, system logs, monitoring tools, networking, databases, APIs and related techniques.
• Maintain clear communication with customers in line with SLAs and quality standards.
• Collaborate with developers, product teams, account managers and other stakeholders to resolve issues efficiently.
• Document investigations, resolutions and create knowledge‑base articles to reduce recurring problems.
• Explore and apply AI tools to improve productivity, automation and documentation.

Required profile

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

Required skills

• Linux system administration (CentOS or RHEL).
• Networking concepts: TCP/IP, IP addressing, subnetting, routing and troubleshooting.
• Relational databases (PostgreSQL, MySQL, Oracle) and strong SQL query skills.
• API integration knowledge (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.
• Opportunities for meaningful ownership, professional development and growth.
• Access to AI tools and encouragement to experiment with AI‑driven approaches.
• Inclusive, collaborative culture focused on trust, respect and skill‑based career growth.