About the Role
The Support Engineer will handle technical inquiries from users, diagnose platform-related issues, and work closely with development teams to escalate and resolve bugs. This position operates on a rotating afternoon and night schedule to support global customers.
Responsibilities
- Respond to technical support tickets from platform users
- Diagnose and troubleshoot issues related to web scraping and automation tools
- Reproduce reported bugs and document steps for engineering teams
- Communicate technical solutions clearly to non-technical users
- Escalate critical issues to relevant internal teams
- Maintain and update internal knowledge base articles
- Monitor system alerts and respond to platform outages
- Assist with onboarding new enterprise customers
- Collaborate with developers to clarify user-reported problems
- Track and report recurring support issues
- Provide feedback to product teams based on user interactions
- Follow up on resolved tickets to ensure customer satisfaction
- Document edge cases in automation workflows
- Verify fixes implemented by engineering before closing tickets
- Support API-related troubleshooting for developers
- Guide users through configuration of automation settings
- Identify patterns in support requests to suggest product improvements
- Work within service level agreements for response and resolution times
- Participate in shift handovers with other support engineers
- Stay updated on platform changes and new features
Nice to Have
- Prior experience in SaaS or developer tools support
- Exposure to cloud infrastructure platforms
- Knowledge of web scraping frameworks
- Familiarity with headless browsers
- Background in computer science or related field
- Experience with monitoring and observability tools
- Understanding of authentication and API key management
- Previous work in 24/7 support environments
Compensation
Competitive salary based on experience
Work Arrangement
Remote
Team
Part of a globally distributed engineering team supporting a platform for web automation and data extraction
What We Offer
- Flexible remote work environment
- Opportunities for professional growth and skill development
- Exposure to cutting-edge web automation technologies
- Collaborative team culture with regular knowledge sharing
- Support for attending relevant conferences or courses
- Health and wellness benefits
- Equipment allowance for setting up a home office
Not applicable for remote roles
