Customer Support Engineer - Remote

Overview

The Customer Support Engineer will be a key individual contributor within our new Customer Engineering function. This role is perfect for a technically skilled problem-solver who is passionate about helping customers and is eager to grow their career in a dynamic environment. You'll be responsible for providing hands-on technical support, troubleshooting complex issues, and directly supporting our enterprise clients. This role is a great fit for someone with a proactive, can-do attitude who is comfortable getting things done, and is keen to learn and apply new technologies, including AI and automation, to improve our support processes.

In Short

• Debug and troubleshoot technical issues for enterprise customers.
• Document solutions and create knowledge base articles.
• Provide direct, hands-on support to customers.
• Collaborate with Customer Success and engineering teams.
• Proactively identify areas for improvement in support processes.
• Analyze incident patterns using SQL queries.
• Build runbooks for debugging procedures.
• Create scripts to automate debugging tasks.
• Engage with customers to ensure a positive experience.
• Identify opportunities to automate workflows.

Requirements

• Bachelor's degree in Engineering, Computer Science, or related field.
• Approximately 3 years of experience in a technical support role.
• Experience debugging REST API integrations.
• Strong analytical and problem-solving skills.
• Proficiency in scripting languages for API interaction.
• Command-line skills for API testing and log analysis.
• Understanding of HTTP protocols and authentication methods.
• Git proficiency for documentation access.
• Openness to learning new technologies.
• Motivated and adaptable individual contributor.

Benefits

• Competitive salary and performance-based incentives.
• Remote or Hybrid work setup.
• Health insurance coverage for you and your family.
• €500 a year discount on travel itineraries.
• Home office setup voucher redeemable at partner retailers.
• Your birthday off, plus additional holidays based on service.
• Modern offices in Lisbon and Zurich.
• Clearly defined career path for progression.
• Supportive team culture with mentorship opportunities.