As a Customer Support Engineer, you will serve as a key technical liaison for customers using a cloud-based data integration platform. Your primary responsibility is to manage support cases from initial contact through resolution, ensuring clarity, accuracy, and timely follow-up. You'll engage with users across communication channels including email, web portals, and virtual meetings, providing clear and effective guidance tailored to technical environments.
Key Responsibilities
- Diagnose and resolve complex technical issues involving APIs, data connectors, and system integrations using logs, internal monitoring tools, and customer environment data.
- Collaborate with engineering and product teams to report bugs, suggest enhancements, and contribute to long-term product stability.
- Conduct root cause analysis and communicate findings to stakeholders with precision and transparency.
- Document solutions and troubleshooting methods in internal knowledge repositories to strengthen team-wide capabilities.
- Work alongside global support teams across time zones, ensuring 24/7 coverage and seamless handoffs between regions.
- Participate in initiatives to refine support workflows, reduce resolution times, and improve the overall customer experience.
Qualifications and Skills
You bring 3–8 years of experience in technical support or engineering roles supporting SaaS platforms. You communicate clearly in English, both in writing and conversation, and advocate effectively for customer needs. Your background includes extensive work with RESTful and SOAP APIs, and you are comfortable analyzing SQL queries, application logs, and stack traces in languages such as Java or C++.
Strong analytical thinking and attention to detail are essential. You approach problems methodically and thrive in collaborative environments that value shared ownership and mutual respect. Familiarity with version control using GitHub, including submitting pull requests, is required. Knowledge of networking fundamentals—especially latency, connectivity, and authentication—is a key part of your toolkit.
Preferred candidates will have direct experience with major SaaS APIs such as those from Meta, Stripe, HubSpot, or Shopify, and possess working knowledge of ETL pipelines, data transformation logic, and integration platforms.
Technology Environment
You’ll work with tools including Zendesk for case management, Grafana for monitoring, GitHub and BuildKite for development workflows, and DBT for data transformation. The platform operates across cloud environments such as GCP, AWS, Databricks, and Snowflake, with services built using Java, SQL, and Clojure. Experience with REST, SOAP, and GraphQL APIs is integral to daily operations.
Work Environment
This is a hybrid role based in Dublin, requiring two days per week in the office with flexibility to work remotely the remainder of the week. You’ll be part of a globally distributed team, collaborating closely with colleagues in APAC and AMER regions.
Benefits and Development
- Full employer-paid medical coverage
- Generous paid time off, sick leave, parental leave, holidays, and volunteer days
- RSU stock grants
- Professional growth programs and training access
- Monthly stipend for mobile service
- Mental health support platform offering therapy, coaching, and mindfulness resources for employees and dependents
- Virtual team events and occasional in-person gatherings
