Technical Support Engineer - Remote

Overview

We are looking for a highly technical, detail-oriented professional to join our Customer Support team as a Tier 2 Technical Support Engineer. This role sits at the intersection of support, product, and engineering, owning advanced troubleshooting, root-cause analysis, and cross-functional issue resolution for our Unify platform and its integrations.

In Short

• Own Tier-2 escalations and triage complex technical issues.
• Debug integrations and data flows across key systems.
• Create structured bug reports for incident management.
• Build and maintain troubleshooting guides and internal documentation.
• Identify recurring issues and translate them into product insights.
• Optimize support workflows and contribute to SLA adherence.
• Collaborate closely with engineering and product teams.
• Strong analytical troubleshooting and root-cause analysis skills required.
• 3-5 years of experience in technical support or solutions engineering.
• Passionate about solving complex technical problems in a SaaS environment.

Requirements

• 3–5 years of experience in technical support or solutions engineering.
• Experience troubleshooting APIs, integrations, or data pipelines.
• Strong debugging skills and experience writing technical documentation.
• Familiarity with support platforms like Zendesk or Intercom.
• Proficiency with spreadsheets and basic SQL.
• Ability to distinguish user errors from system defects.
• Clear technical written communication skills.
• Structured problem-solving abilities.
• Strong prioritization skills across multiple escalations.
• Systems thinking and process improvement mindset.

Benefits

• Work remotely in a full-time position.
• Opportunity to improve customer experience in a fast-paced environment.
• Collaborate with cross-functional teams.
• Contribute to system reliability and product improvements.
• Be part of a dynamic and supportive team.