Description :

Role Summary :

The Technical Support Engineer / Integration Consultant will act as a critical technical liaison, managing high-priority customer issues and providing advanced support for our core product and its associated API integration points.

This role demands a strong foundation in backend technology, particularly Python for scripting and automation, and hands-on experience troubleshooting API communication issues (e.g., authentication, payload validation, latency).

Key Responsibilities :

Advanced Troubleshooting & Incident Resolution :

- L2/L3 Support : Own and resolve escalated technical issues related to application functionality, data processing, and platform integrations, providing timely and professional communication to external clients.

- API Diagnostics : Use command-line tools (cURL, Postman) and Python scripts to reproduce, analyze, and diagnose failures in customer-facing API integrations (REST/SOAP).

- Log Analysis : Conduct deep-dive analysis of system logs, application traces, and monitoring data (e.g., Splunk, Datadog) to isolate root causes of application and infrastructure problems.

- Database Querying : Write and execute complex SQL or NoSQL queries (e.g., MongoDB Aggregation Framework) to investigate data anomalies and restore data integrity.

Python Scripting & Automation :

- Tool Development : Develop and maintain internal tools and utility scripts (primarily using Python) to automate repetitive support tasks, streamline diagnostic steps, and generate custom reports.

- Proactive Monitoring : Contribute to the development of custom monitors and alerts to detect emerging patterns of failure or performance degradation.

- Reproducibility : Write minimum viable code (MVC) or scripts to reliably reproduce complex customer bugs before escalating to the Engineering team.

Product & Collaboration :

- Knowledge Transfer : Create detailed technical documentation, troubleshooting guides, and knowledge base articles for both internal teams and external customers.

- Cross-Functional Feedback : Work closely with Product and Engineering teams, providing clear, concise, and technically sound bug reports and reproduction steps for product defects.

- Service Improvement : Identify systemic issues and advocate for product or process changes that reduce support volume and improve overall reliability.

Required Qualifications :

- Experience : 3 to 5 years of experience in a Technical Support, Application Support, or Support Engineering role, preferably supporting a B2B SaaS or API-driven product.

- Python Proficiency (Mandatory) : Demonstrated ability to write clean, reusable Python scripts for automation, data manipulation, and calling external APIs.

- API Expertise : In-depth knowledge of RESTful API concepts, HTTP methods, status codes, authentication mechanisms (OAuth, API Keys), and troubleshooting tools (cURL, Postman).

- Technical Stack : Strong understanding of at least one relational database (e.g., PostgreSQL) or NoSQL database (e.g., MongoDB) and ability to write complex queries.

- Environment : Experience working in a Linux/Unix environment and familiarity with version control (Git).

- Communication : Exceptional verbal and written communication skills, with proven ability to manage technical conversations with external developers and non-technical business users.