Support Engineer

About the role

We are looking for a technically‑minded, customer‑focused Support Engineer to join a fast‑growing cloud integration platform provider. The role involves providing timely technical assistance for web‑based and cloud‑hosted applications, troubleshooting issues, and helping improve support processes through automation and AI‑driven tools.

Key responsibilities

• Deliver professional support via email, phone, and live chat.
• Investigate, troubleshoot and resolve issues related to SaaS and cloud applications.
• Log and manage incidents and service requests in the ticketing system.
• Collaborate with development and project teams to escalate complex problems.
• Identify and implement process improvements, automation, and AI‑enabled support tools.
• Assist in building automated diagnostics using codebase access and historical case data.
• Maintain up‑to‑date product knowledge and contribute to knowledge‑base documentation.

Required profile

• Minimum 2 years experience in technical/application support or a support‑engineer role.
• Strong communication skills and a customer‑service orientation.
• Ability to work in a fast‑paced environment and solve problems independently.

Required skills

• Working knowledge of SQL and database troubleshooting.
• Experience with API testing tools such as Postman.
• Basic scripting in Bash, PowerShell, VBScript or similar languages.
• Understanding of cloud computing concepts and web technologies.
• Familiarity with ticketing/service‑management platforms (ConnectWise Manage is a plus).