Technical Support Representative

About the role\n\nYou'll be the first line of defense for technical issues and the bridge between our customers and our development team. You own the support queue end-to-end — triaging, investigating, and resolving what you can, and escalating the rest to developers with enough context that they can fix it fast.\n\nWhen an issue needs a code-level fix, you'll dig in alongside an engineer, often implementing and testing the fix under their guidance. The goal: free up developer time by making sure only genuine, well-documented bugs ever reach them.\n\nKey responsibilities\n\nOwn the support/ticketing queue as the first point of contact for technical queries\nTriage and prioritize incoming tickets by severity, impact, and urgency\nReproduce reported bugs and document clear, step-by-step reproduction notes\nResolve common and known issues independently using docs, runbooks, and logs\nEscalate true bugs to developers with full context — logs, environment, steps, screenshots\nPair with developers to investigate root causes and, under guidance, implement and verify fixes\nBuild and maintain the knowledge base, FAQs, and internal runbooks\nSpot recurring issues and surface patterns to product and engineering\nCommunicate status and resolutions clearly to both customers and internal teams\nMeet response and resolution SLAs\n\nRequired skills & qualifications\n\n[1–3] years in technical support or a customer-facing technical role\nBasic-to-intermediate coding ability in at least one language (e.g., JavaScript, Python)\nComfortable reading logs, using browser dev tools, and running basic SQL queries\nFamiliar with ticketing tools (Zendesk, Freshdesk, Jira, Intercom, or similar)\nStrong written and verbal communication\nMethodical problem-solving and sharp attention to detail\nAble to translate between technical and non-technical audiences\n\nNice to have\n\nExperience working with APIs and tools like Postman\nGit fundamentals\nBackground in a SaaS or product company\nExposure to monitoring/error tools (Sentry, Datadog, etc.)