Technical Support Engineer

About the role

This customer‑facing position supports a cloud‑commerce platform used by large service providers, distributors and managed service providers. You will own incidents from investigation through resolution, keeping customers informed and collaborating with developers, product teams and account managers.

Key responsibilities

• Own technical support tickets end‑to‑end, investigate incidents, troubleshoot, identify root causes and deliver solutions.
• Provide guidance on product functionality, configuration, best practices and technical processes.
• Diagnose complex issues using Linux administration, system logs, monitoring tools, networking, databases, APIs and related techniques.
• Maintain clear communication with customers in line with SLAs and quality standards.
• Document investigations, resolutions and create knowledge‑base articles to reduce recurring issues.

Required profile

• Bachelor’s degree in Computer Science, Engineering or related field with 3+ years of technical or support engineering experience.
• Strong analytical, problem‑solving and incident‑management skills; ability to work independently in a remote environment.
• Excellent written and verbal English communication skills.

Required skills

• Linux system administration (CentOS, RHEL).
• Networking concepts: TCP/IP, IP addressing, subnetting, routing and troubleshooting.
• Relational databases (PostgreSQL, MySQL, Oracle) and strong SQL query skills.
• API integration experience (REST, SOAP, JSON, XML, XML‑RPC) and authentication standards (OAuth, SAML).
• Familiarity with Java, Python or C++ (plus).
• Kubernetes experience (plus).

What we offer

• Remote‑first work environment with globally distributed teams.
• Competitive compensation benchmarked to local markets.
• Flexible working arrangements within core team hours.
• Opportunities for meaningful ownership, professional development and AI‑driven productivity tools.
• Inclusive, collaborative culture focused on trust, respect and skill‑based career growth.