Technical Support Engineer
--Talent Fusion 360°--
We are looking for a Technical Support Engineer to join the Customer Support team of one of our clients.
This is an exciting opportunity for a technically curious and proactive support professional who enjoys getting to the root of complex problems and finding lasting solutions.
As a Technical Support Engineer, you’ll take ownership of the technical health of customer-facing tools and platforms. You’ll be the go-to expert for complex technical issues, working closely with Engineering and Product to drive resolutions while proactively identifying ways to improve the support experience.
Your work will help prevent customer roadblocks, improve support infrastructure, and strengthen the technical capabilities of the wider support team.
What You’ll Do
Technical Troubleshooting & Resolution
- Take ownership of complex technical issues across APIs, SaaS platforms, and customer integrations.
- Investigate and resolve challenging technical problems with minimal escalation.
- Dig into application code to identify root causes and collaborate with internal Engineering teams on effective solutions.
- Diagnose connectivity and performance issues across distributed systems.
- Troubleshoot issues across application, network, and storage layers.
- Proactively identify potential technical roadblocks and address them before they impact customers.
- Apply strong technical problem-solving skills to deliver reliable and sustainable resolutions.
Technical Expertise & Support Enablement
- Become a go-to technical expert for complex customer-facing issues and platforms.
- Independently learn and master new technologies, tools, and technical environments.
- Champion and implement new tools and technologies that improve support efficiency.
- Share technical knowledge and best practices with the wider Customer Support team.
- Coach and mentor junior engineers, helping strengthen the team’s technical capabilities.
- Continuously look for opportunities to improve support infrastructure, processes, and technical workflows.
Cloud, Networking & Infrastructure
- Troubleshoot technical issues across cloud and infrastructure environments, including AWS, GCP, or Azure.
- Apply strong networking fundamentals across DNS, TCP/IP, firewalls, and proxies.
- Investigate connectivity, infrastructure, and performance issues across distributed environments.
- Work across different technical layers to identify root causes and develop effective solutions.
- Stay curious and confident when working with modern SaaS technologies and evolving technical environments.
Cross-Functional Collaboration
- Work closely with Product and Engineering teams to drive technical priorities and customer-focused resolutions.
- Communicate technical issues and solutions clearly to both technical and non-technical stakeholders.
- Influence technical decisions by bringing customer and support insights into cross-functional discussions.
- Contribute to broader technical programs and initiatives that support strategic objectives.
- Proactively identify opportunities to improve how teams collaborate and resolve technical challenges.
What Success Looks Like
Success in this role will be measured by your ability to independently resolve complex technical challenges, improve support efficiency, and contribute to the technical strength of the wider team.
Key areas of focus include:
- Effective resolution of complex technical issues
- Strong ownership and minimal reliance on escalation
- Faster identification and resolution of customer roadblocks
- Effective troubleshooting across APIs, SaaS, cloud, networking, and infrastructure
- Improved support tools, processes, and technical workflows
- Strong collaboration with Product and Engineering
- Knowledge sharing, coaching, and mentoring within the support team
- Proactive identification of technical risks and opportunities for improvement
- Contribution to broader technical programs and strategic initiatives
Required Experience
- 5+ years in technical support
- SaaS & API troubleshooting
- Application debugging experience
- Cloud infrastructure experience
- Networking fundamentals
Must Have
- Strong technical problem-solving
- Ownership mindset
- Proactive & solution-oriented
- Strong communication skills
- Cross-functional collaboration
Nice to have
- Video or streaming experience
- Docker experience
- Frontend debugging
- CI/CD knowledge
About our Client
Our client is a global SaaS organization with approximately 230 employees, specializing in cloud-based software that enables companies to create, manage, and publish video content more efficiently. Their platforms support media organizations, brands, and creative teams that work extensively with video and digital assets.
Their suite of solutions helps teams stay organized, collaborate seamlessly, and accelerate the process from initial concept to final content delivery. These offerings include:
Cloud-based media management and collaboration tools for organizing, storing, and accessing large volumes of digital content.
Creative project management platforms tailored to workflows in visual effects, animation, and post-production.
Real-time video clipping and publishing solutions for fast content creation from live or digital sources.
Video distribution and monetization software that enables businesses to manage, publish, and deliver video across websites, applications, and streaming environments.
Together, these products streamline complex media workflows, allowing customers to focus on producing high-impact content at scale.
Our client operates with a fully distributed team across North America, South America, Europe, Asia, and Australia, along with several office locations in select regions.
Compensation Package
Our client offers a flexible, fully remote work environment built on trust, autonomy, and meaningful growth. Team members enjoy opportunities to develop professionally, collaborate with global experts, and contribute to high-impact products, supported by competitive benefits, including private health coverage.
Benefits
Growth
Room to grow professionally and develop leadership skills within a fast-scaling tech company.
Global Collaboration
Work with international, cross-functional teams on a high-demand, industry-leading product.
Health Coverage
Competitive private health insurance policy.