Technical Support Engineer-1

Job Description

Key Responsibilities:

Act as a technical liaison, effectively collaborating with Business Stakeholders, Product Managers, Client Support, Client Success Managers, and Product Engineering to troubleshoot platform or integration issues.

Lead technical troubleshooting efforts for existing customers and vendors while providing internal technical insights across departments.

Diagnose and resolve issues in Integration calls involving API, JSON, XML, and HTML.

Monitor and troubleshoot third-party system integrations, prioritize bugs, and identify opportunities for enhancement.

Manage escalations from Level 1 and Level 2 Client Support teams, prioritizing and resolving technical issues efficiently.

Assist with configuration and testing of SSO (Single Sign-On) and Web Hooks to ensure seamless authentication and data flow.

Investigate and document issues that require escalation to the Product Engineering team.

Maintain open and proactive communication with Tier 1, Tier 2 teams, and clients regarding issue status and resolution timelines.

Review and troubleshoot error logs to diagnose and resolve customer-reported issues.

Reproduce customer-reported issues to identify root causes and provide actionable solutions.

Support testing of new product features to ensure functionality and stability.

Qualifications & Skills:

3-5 years of hands-on experience in technical customer support or engineering roles.

Proven experience supporting third-party APIs or external system integrations.

Strong problem-solving skills with the ability to conduct root cause analysis on complex technical issues.

Excellent communication skills, ensuring clarity and professionalism in interactions with both technical and non-technical stakeholders.

Well-organized and analytical, with a structured approach to troubleshooting and issue resolution.

Flexibility to work in the US Shift

Technical Expertise:

Proficiency in HTML, XML, and JSON for integration and API support.

Knowledge of SQL for querying and troubleshooting data.

Familiarity with Dot Net, React, and jQuery for analyzing error logs.

Experience working with engineers, and client operations teams.

Ability to review application logs, diagnose errors, and resolve abstract technical issues.

Direct experience supporting third-party authentication services and web services integrations.

Preferred Experience:

Familiarity with Association Management Systems (AMS), Learning Management Systems (LMS), or CRM APIs.

Experience working on SaaS systems.

Experience working with cloud service providers (AWS, Azure, etc.).

Experience using AI tools to enhance productivity.

Experience working with ticketing systems.