We're looking for a Technical Support Engineer to join our growing team and play a pivotal role in ensuring an exceptional customer experience.
In this role, you’ll be the first line of support for our SaaS platform—diving deep into technical challenges, working across teams, and providing smart, timely solutions. Your insights will directly influence product quality and customer satisfaction.
What You’ll Be Doing
* Provide first-response technical support through our helpdesk, delivering prompt, effective assistance to end users.
* Troubleshoot, analyze, and replicate issues to determine root causes and escalate when needed.
* Partner closely with Engineering, QA, and Product to resolve complex product-related issues.
* Maintain and enhance internal and customer-facing documentation.
* Track and communicate technical updates and product improvements to the wider team.
* Share user feedback and technical insights to support product development and customer experience initiatives.
* Educate users on system best practices and preventive techniques to reduce repeat issues.
What You Bring
* 3+ years in a technical support role for a SaaS company
* Experience troubleshooting web applications using browser tools (e.g., Google Developer Tools).
* Solid understanding of REST and SOAP web services, and familiarity with debugging APIs.
* Skilled in reviewing and interpreting logs using tools like Datadog, Kibana, or similar.
* Exposure to EDC APIs (e.g., Medidata Rave, Veeva) and knowledge of ODM-XML is a plus.
* Comfortable using tools like JIRA and Confluence for issue tracking and documentation.
* Thrives in collaborative, diverse, and distributed team environments.