Technical Support Engineer

At least 3+ years in a technical, customer-facing support or implementation role supporting enterprise B2B SaaS customers.

Excellent written and verbal communication - comfortable delivering both good news and hard news to enterprise customers with professionalism and clarity.

Experience with graph databases (e.g.

Neo4j), NoSQL data stores, or distributed SQL systems (e.g.

Yugabyte), and general comfort working within modern SaaS applications.

Working knowledge of Groovy or another object-oriented programming language, with the ability to read, navigate, and make minor-to-moderate code changes.

Own resolution of technical issues for a portfolio of enterprise customers, from first response through final resolution - with the timeliness, diligence, and follow-through that keeps customer trust high and commitments met.

Serve as the primary point of accountability for your accounts, communicating clearly and proactively with customers and internal stakeholders, especially on the toughest or most sensitive issues.

Investigate and resolve complex, ambiguous production issues independently, partnering with Engineering and other teams when an issue needs to go beyond your desk.

Take ownership of minor-to-moderate configuration changes within customer environments, using our internal knowledge base, tooling, and your own technical judgment to move quickly and confidently without waiting on escalation.

Write clear, professional incident summaries and root-cause explanations that customers and leadership can act on with confidence.

Act as an initiator and advocate for AI-assisted ways of working - proactively bring new tools and ideas to the team rather than waiting to be asked, and help others adopt what works.