Technical Support Engineer
Description For Technical Support Engineer
Stigg is seeking a Technical Support Engineer to join their team as the primary technical support contact for their global customer base. This role involves handling both Tier 1 and Tier 2 technical inquiries for their SaaS platform, which is built on robust APIs. The ideal candidate will have 5+ years of experience in vendor support, strong API knowledge, and database expertise.
The position offers an opportunity to work with cutting-edge technology in the enterprise SaaS space, focusing on pricing and packaging optimization solutions. As a Technical Support Engineer, you'll be responsible for troubleshooting complex technical issues, maintaining documentation, and collaborating with cross-functional teams to ensure customer success.
The role requires expertise in SQL, API technologies, and various databases like PostgreSQL. Knowledge of TypeScript and experience with Stripe are considered advantages. You'll work with modern tools including AWS CloudWatch, DataDog, and various ticketing systems.
This remote position offers competitive compensation and benefits, along with opportunities for career growth. You'll be part of an innovative team that values collaboration, continuous learning, and customer success. The role is perfect for someone who combines technical expertise with strong communication skills and a customer-centric approach to problem-solving.
Responsibilities For Technical Support Engineer
- Act as the initial point of contact for Tier 1 and Tier 2 support requests from global customers
- Diagnose, troubleshoot, and resolve technical issues related to Stigg's SaaS platform and its API-based functionalities
- Assist customers in addressing technical challenges with integrations using Stigg's APIs
- Collaborate with internal teams (Engineering, Product, and Customer Success) to escalate and resolve complex issues
- Maintain and update the knowledge base by documenting solutions, FAQs, and troubleshooting guides
- Monitor and respond to support tickets, emails, and live chat inquiries within the defined SLA
- Identify recurring issues and provide feedback to improve product quality and support processes
- Prioritize and manage a queue of support tickets to ensure timely resolution
Requirements For Technical Support Engineer
- 5+ years of hands-on experience providing vendor support at Tier 2 or above
- Proven experience working with SaaS platforms that rely on API-based integrations in a technical support or related role
- Hands on experience with SQL querying
- Strong understanding of API technologies, including the ability to read and debug HTTP requests and responses
- Experience troubleshooting customer issues involving API integrations, configurations, and third-party software
- Experience working with databases, such as PostgreSQL, ClickHouse, or DynamoDB
- Familiarity with logs troubleshooting tools, such as AWS CloudWatch or DataDog
- Strong written and verbal communication skills for effectively working with global customers
- Experience with ticketing systems (e.g., Zendesk, Intercom) and collaboration tools (e.g., Slack, Jira)
- Familiarity with modern SaaS tools and basic programming concepts (e.g., JSON, HTTP protocols)
- Excellent problem-solving skills with a customer-centric approach to resolving issues
- Ability to prioritize support tickets effectively based on urgency and impact
- Programming languages familiarity – TypeScript
- Experience working with Stripe
Benefits For Technical Support Engineer
- Opportunity to work with an innovative SaaS platform empowering global companies to optimize their pricing and packaging
- Be part of a collaborative team that values innovation, learning, and customer success
- Competitive compensation and benefits, along with opportunities for career growth
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