About the Role
The role involves working directly with customers to ensure successful implementation and ongoing use of the platform, diagnosing technical challenges, and driving solutions through collaboration with internal teams.
Responsibilities
- Diagnose and resolve technical issues reported by customers using the platform
- Assist customers with API integration and configuration tasks
- Collaborate with engineering teams to escalate and resolve bugs
- Provide technical guidance during onboarding and adoption phases
- Document troubleshooting procedures and common solutions
- Monitor customer environments for performance and stability
- Support deployment of platform components in cloud infrastructure
- Work with customers to implement CI/CD best practices
- Troubleshoot authentication and authorization issues
- Assist in debugging network and connectivity problems
- Guide customers on secure API design and usage
- Participate in post-incident reviews and root cause analysis
- Contribute to product feedback based on customer use cases
- Deliver technical workshops and training sessions
- Ensure customer compliance with platform security standards
- Optimize API performance and scalability for client systems
- Support migration efforts from legacy systems
- Collaborate with support teams on tier 2 escalations
- Track customer health metrics and technical debt
- Improve internal tooling for faster issue resolution
- Assist with infrastructure as code implementations
- Respond to customer inquiries within defined SLAs
- Validate fixes and patches in customer environments
- Maintain up-to-date knowledge of DevOps toolchains
- Promote best practices in monitoring and observability
Nice to Have
- Experience with API gateways or management platforms
- Background in software development or SaaS
- Familiarity with Postman or similar tools
- Knowledge of Kubernetes and service mesh
- Experience supporting large-scale deployments
- Previous work in technical account management
Compensation
Competitive salary and benefits package
Work Arrangement
Remote with flexible hours
Team
Cross-functional team including engineering, customer success, and product
Why This Role Matters
- This position bridges customer needs with engineering capabilities, ensuring technical success and long-term platform value.
- Engineers in this role directly influence product improvements through real-world feedback.
What to Expect
- You’ll work across time zones with global customers and internal teams.
- Expect a mix of reactive support and proactive technical guidance.
Available for qualified candidates
