Technical Support Engineer

4 semanas atrás

Brasil Stigg Tempo inteiro

1 month ago Be among the first 25 applicants

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We are seeking a dedicated and customer-focused Technical Support Engineer to join our team at Stigg. In this role, you will be the first point of contact for our global customers, handling Tier 2 technical inquiries. Your primary responsibility will be to ensure our customers have a seamless experience with our SaaS platform, which is built on robust APIs, by troubleshooting issues and collaborating with cross-functional teams to deliver timely solutions. If you are passionate about technology and problem-solving, we want to hear from you.

Responsibilities

  • Act as the initial point of contact for Tier 2 support requests from global customers
  • Diagnose, troubleshoot, and resolve technical issues related to Stigg's SaaS platform and its API-based functionalities
  • Assist customers in addressing technical challenges with integrations using Stigg's APIs
  • Collaborate with internal teams (Engineering, Product, and Customer Success) to escalate and resolve complex issues
  • Maintain and update the knowledge base by documenting solutions, FAQs, and troubleshooting guides
  • Monitor and respond to support tickets, emails, and live chat inquiries within the defined SLA
  • Identify recurring issues and provide feedback to improve product quality and support processes
  • Prioritize and manage a queue of support tickets to ensure timely resolution

Requirements
  • 5+ years of hands-on experience providing vendor support at Tier 2 or above
  • Proven experience working with SaaS platforms that rely on API-based integrations in a technical support or related role
  • Hands on experience with SQL querying
  • Strong understanding of API technologies, including the ability to read and debug HTTP requests and responses
  • Experience troubleshooting customer issues involving API integrations, configurations, and third-party software
  • Experience working with databases, such as PostgreSQL, ClickHouse, or DynamoDB
  • Familiarity with logs troubleshooting tools, such as AWS CloudWatch or DataDog
  • Strong written and verbal communication skills for effectively working with global customers
  • Experience with ticketing systems (e.g., Zendesk, Intercom) and collaboration tools (e.g., Slack, Jira)
  • Familiarity with modern SaaS tools and basic programming concepts (e.g., JSON, HTTP protocols)
  • Excellent problem-solving skills with a customer-centric approach to resolving issues
  • Ability to prioritize support tickets effectively based on urgency and impact
  • Advantages:
    • Programming languages familiarity - TypeScript
    • Experience working with Stripe

    Benefits

    Why Join Stigg?
    • Opportunity to work with an innovative SaaS platform empowering global companies to optimize their pricing and packaging
    • Be part of a collaborative team that values innovation, learning, and customer success
    • Competitive compensation and benefits, along with opportunities for career growth
    Seniority level
    • Seniority levelMid-Senior level
    Employment type
    • Employment typeFull-time
    Job function
    • Job functionCustomer Service
    • IndustriesIT Services and IT Consulting

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