This fully remote position supports users of a cloud-based logistics platform by diagnosing technical issues, identifying bugs, and delivering clear solutions. The engineer works directly with customers and internal teams to resolve complex problems, ensuring a smooth user experience.
Key Responsibilities
- Investigate and troubleshoot customer-reported issues, identifying root causes and temporary fixes when needed
- Document and communicate detailed bug reports to engineering teams for resolution
- Develop and maintain internal knowledge resources, including documentation and tools
- Act as a technical authority on the platform, guiding both customers and support colleagues
- Analyze recurring support cases to identify patterns and recommend improvements to product and support workflows
- Reproduce and validate software issues, escalating them appropriately with clear reproduction steps
- Maintain high performance standards, including response times, ticket accuracy, and customer satisfaction
- Mentor team members by sharing technical insights and best practices
Required Skills and Experience
- Proven ability to diagnose and resolve technical problems in a SaaS environment
- Strong written and verbal communication skills, especially in simplifying technical concepts
- Experience explaining complex issues to non-technical users effectively
- Ability to thrive in a fast-moving, independent work setting
- Organizational skills to manage multiple priorities and document solutions clearly
- Familiarity with Python and full-stack web development concepts
- Intermediate proficiency in SQL and database query construction
- Hands-on experience with logging platforms like Honeycomb, GraphQL APIs, and issue tracking in JIRA
- 1–2 years of technical support experience in a SaaS product environment
Work Environment
This role operates in a fully remote setup with daily coordination through video calls and real-time messaging. The team values integrity, persistence, and a results-driven mindset. A culture of accountability, resourcefulness, and authenticity is central to daily operations. The organization supports diversity and inclusion and complies with equal opportunity employment practices.
