Quizizz - Technical Support Engineer - IT Operations

What you'll do :

- Troubleshoot, triage, and qualify technical cases before escalating to Engineering by assessing severity, business impact, and required expertise, and systematically organizing issues for efficient resolution.

- Lead root cause investigations by gathering comprehensive diagnostics, obtaining relevant logs, and replicating reported bugs to ensure thorough analysis.

- Communicate clearly and proactively with both technical teams and customers, including joining calls with Customers, Engineering, and Product as needed to ensure full context and set accurate expectations.

- Identify repeatable manual processes in support and collaborate on developing scripts, self-serve tools, and streamlined workflows to reduce bugs ticket volume and improve resolution times.

- Create and maintain robust knowledge bases, troubleshooting guides, and FAQs for both internal and external audiences.

- Work closely with Product and Engineering teams to address recurring technical issues, driving systemic and long-term fixes to improve the overall product experience.

Who you are :

- Experience triaging, qualifying, and resolving technical issues within a support or engineering environment.

- Strong API debugging, Deep tech troubleshooting & backend logic understanding.

- Excellent written and verbal communication skills, capable of explaining technical issues to both technical and non-technical stakeholders.

- Comfortable participating in calls with customers, engineering, and product teams to clarify complex scenarios and set expectations.

- Experience in creating high quality documentation, troubleshooting guides, and FAQs for both internal and customer-facing purposes.

- You have prior experience/exposure to QA, automation & Scripting.