Technical Support Engineer Specialist
hace 6 días
About AppDirect
We empower digital entrepreneurs to succeed globally by providing a subscription commerce platform. Our mission is to enable businesses to sell products, services, and solutions through any channel, on any device.
As a Technical Support Engineer, you will be responsible for integrating product knowledge, research, and testing to resolve complex customer inquiries. You will assist customer-facing teams and other stakeholders in understanding how customers can achieve desired outcomes using our product.
Key Responsibilities:
- Resolving technical issues from channel partners and ISVs, including high-priority cases requiring Engineering assistance.
- Delivering end-to-end coding solutions for customer issues that require development efforts.
- Liaising between customer-facing teams and the Product and Engineering organization for management and resolution of technical questions and issues.
- Maintaining detailed documentation, including Knowledge Base articles and live logs for post-mortems.
Requirements:
- 3-5 years of experience in Technical Support engineering.
- 1-3 years of experience in a SaaS company in software development/support engineering.
- Excellent database query and management skills (SQL, Sequel Pro, MySQL).
- Strong knowledge of log analysis management tools such as Splunk and DataDog.
- Experience with support or testing of APIs (Postman tool) and REST tools.
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