Technical Support Engineer - Remote

Overview

As a Technical Support Engineer at AppDirect, you will integrate product knowledge and testing to provide solutions for complex technical issues, assisting both customers and internal teams.

In Short

• Oversee resolution of technical issues from partners and ISVs.
• Fix and deliver customer issues requiring development efforts.
• Act as a liaison between customer-facing teams and Product/Engineering.
• Maintain documentation including Knowledge Base articles.
• Work with Channel Managers on technical support requests.
• Be on-call for urgent channel issues.
• Ensure SLA obligations are met with channel partners.
• Assist channels in optimizing support infrastructures.
• Develop a deep understanding of the AppDirect platform.
• Stay updated on product features and changes.

Requirements

• 5 years of experience in Technical Support Engineering.
• 3 years in a SaaS company in software development/support.
• Excellent database query skills (SQL, MySQL).
• Knowledge of log analysis tools like Splunk and DataDog.
• Experience with API testing (Postman) and REST tools.
• Understanding of Java, JavaScript, XML, JSON.
• Strong troubleshooting and problem-solving skills.
• Superior written and verbal communication skills.
• Ability to work in a fast-paced technical environment.
• Familiarity with JIRA and Zendesk is a plus.

Benefits

• Work in a diverse and inclusive environment.
• Opportunities for career progression.
• Engage with innovative technology solutions.
• Collaborate with cross-functional teams.
• Access to ongoing training and development.