Enterprise Support Engineer – West Coast

Jobtailor; Deutschland; Remote; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor is seeking an experienced Enterprise Support Engineer to own technical resolution for inbound enterprise inquiries and incidents. You will debug code at the source, analyze logs and API usage, and create minimal repro scripts in TypeScript, Python, or curl.

You will assess severity, prioritize high-stakes issues, and provide data for QBRs including latency and token usage analysis. You’ll communicate updates during disruptions and help document investigations into playbooks and

Qualifikationen

• 3–5+ years in an external-facing support role within a B2B SaaS or API-first environment.
• Deep familiarity with RESTful APIs, HTTP status codes, Server-Sent Event streaming, OAuth, Bearer tokens, Postman, or cURL.
• Ability to read, interpret, and debug code in at least one common programming language such as Python, TypeScript/Node.js, Go, or Java.
• Experience querying logging/monitoring platforms like Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging.
• Basic proficiency with SQL or similar query languages.
• Ability to support West Coast business hours and customers.
• Bonus: familiarity with Large Language Model mechanics.
• Bonus: experience supporting high-throughput, low-latency systems.
• Bonus: familiarity with Zendesk or similar tools and Slack.]

Aufgaben

• Own technical resolution for inbound enterprise inquiries and incidents.
• Perform code-level debugging and determine when to escalate to core Engineering.
• Analyze logs, stack traces, and API usage patterns to identify error sources.
• Create minimal reproduction scripts using TypeScript, Python, or curl.
• Assess technical severity and business impact to prioritize high-stakes issues.
• Provide technical data for Quarterly Business Reviews, including latency analysis, token usage optimization, and error rate reporting.
• Communicate clear updates during service disruptions to executive and developer stakeholders.
• Convert investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools.
• Channel recurring customer friction points and feature requests to Product and Engineering teams.
• Act as the technical anchor and voice of enterprise customers.

Kenntnisse

Technical resolution ownership

Code-level debugging

RESTful API familiarity

Logging platforms experience

Customer communication

Tools

TypeScript

Python

SQL

RESTful APIs

HTTP Status Codes

Server-Sent Events

OAuth

Bearer Tokens

Postman

cURL

Jobbeschreibung

• Own technical resolution for inbound enterprise inquiries and incidents


• Perform code-level debugging and determine when to escape to core Engineering


• Analyze logs, stack traces, and API usage patterns to identify the source of errors


• Create minimal reproduction scripts using TypeScript, Python, or curl


• Assess technical severity and business impact to prioritize high-stakes issues


• Provide technical data for Quarterly Business Reviews, including latency analysis, token usage optimization, and error rate reporting


• Communicate clear updates during service disruptions to executive and developer stakeholders


• Convert investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools


• Channel recurring customer friction points and feature requests to Product and Engineering teams


• Act as the technical anchor and voice of enterprise customers

Requirements

• 3-5+ years of experience in an external-facing support role within a B2B SaaS or API-first environment


• Deep familiarity with RESTful APIs, HTTP status codes, Server-Sent Event streaming, OAuth, Bearer tokens, Postman, or cURL


• Ability to read, interpret, and debug code in at least one common programming language, such as Python, TypeScript/Node.js, Go, or Java


• Experience querying logging and monitoring platforms such as Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging


• Basic proficiency with SQL or similar query languages


• Ability to support West Coast business hours and customers


• Familiarity with Large Language Model mechanics and model providers is a bonus


• Previous experience supporting high-throughput, low-latency systems is a bonus


• Familiarity with Zendesk or similar tools and Slack is a bonus

Core Competencies

Demonstrates expertise in technical resolution for enterprise inquiries, with strong capabilities in debugging, API analysis, and customer communication. Proficient in creating documentation and troubleshooting tools while effectively prioritizing high-stakes issues.

Highest-signal resume keywords

• Technical Resolution Ownership


• Code-Level Debugging


• RESTful API Familiarity


• Experience with Logging Platforms


• Customer Communication

ATS Optimization Keywords

Hard Skills

• TypeScript


• Python


• SQL


• RESTful APIs


• HTTP Status Codes


• Server-Sent Events


• OAuth


• Bearer Tokens


• Postman


• CURL

Soft Skills

• Clear Communication


• Problem-Solving

Industry Keywords

• B2B SaaS


• API-First Environment


• High-Throughput Systems


• Low-Latency Systems

Tools & Technologies

• Datadog


• Grafana


• Cloudflare Logs


• GCP Cloud Logging


• Zendesk


• Slack