Technical Success Engineer

Jobtailor; Deutschland; Remote; EUR 52.000 - 68.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a proactive Tier 1 technical support specialist to resolve requests, reproduce issues with context, and escalate to Engineering with clear steps. You will own front-line support end-to-end and help close the loop when fixes ship.

You will collaborate with Customer Success on implementations, maintain public documentation, and contribute to AI-first workflows, sharing tools and processes to reduce SLAs and improve customer satisfaction.

Qualifikationen

• Strong technical background from an engineering, technical support, or implementation role.
• Familiarity with at least one programming language, ideally Ruby on Rails, with the ability to write scripts to diagnose issues.
• Ability to reproduce an issue, gather technical context from a non-technical customer, and inspect logs for Engineering.
• Excellent written communication and comfort with direct customer interactions via email or Zoom.
• Ability to translate technical issues into clear guidance for customers and engineers.
• Experience with REST APIs and authentication protocols (SAML, SSO) a plus.

Aufgaben

• Serve as tier 1 technical support, resolving requests directly and flagging deeper issues.
• Investigate and reproduce reported bugs, then upscale to Engineering with clear steps.
• Facilitate communication between Engineering and customers and close the loop when fixes ship.
• Partner with Customer Success on successful technical customer implementations.

Kenntnisse

Ruby On Rails

REST APIs

SQL

Written Communication

AWS

Debugging

Tools

Claude

Claude Code

Datadog

Sentry

Jobbeschreibung

• Serve as tier 1 technical support, resolving requests directly and flagging issues requiring deeper expertise
• Investigate and reproduce reported bugs, then upscale to Engineering with clear reproduction steps and context
• Facilitate communication between Engineering and customers and close the loop when fixes or workarounds ship
• Partner with Customer Success on successful technical customer implementation
• Maintain and update public documentation
• Identify recurring support-ticket patterns to improve processes and documentation, enable customer self-service, and reduce resolution time and SLAs
• Contribute to AI-first workflows, shared tools, prompts, and processes
• Partner with Product and Engineering to surface customer blockers and inform upcoming features
• Ramp on the product and support workflows and independently handle support requests
• Own front-line technical support end-to-end
• Support documentation improvements and review existing pages
• Reduce escalations to Engineering by closing documentation, tooling, and support-level fix gaps

Requirements

• Strong technical background from an engineering, technical support, or implementation role
• Familiarity with at least one programming language, ideally Ruby on Rails, with the ability to write scripts to diagnose issues
• Ability to reproduce an issue, gather technical context from a non-technical customer, and dig through logs to paint a complete picture for Engineering
• Strong written communication skills and comfort working directly with customers via email or Zoom
• Ability to translate technical issues into clear guidance for customers and engineers
• Ability to multitask and shift between competing high-priority issues
• Comfort operating in ambiguity, asking good questions, and experimenting with new approaches
• AI-first mindset; daily use of tools like Claude and Claude Code
• Habit of flagging process or tooling improvements
• Bonus: Experience with REST APIs and authentication protocols such as SAML and SSO
• Bonus: Experience with logging and observability tools such as Datadog or Sentry
• Bonus: Familiarity with AWS or cloud infrastructure basics
• Bonus: Familiarity with SQL and analytics

Core Competencies

Demonstrates strong technical support capabilities with a focus on troubleshooting, customer communication, and process improvement. Proficient in programming, documentation, and collaboration with engineering teams to enhance customer experience and resolve technical issues.

Highest-signal resume keywords

• Technical Support
• Ruby On Rails
• Written Communication
• REST APIs
• AWS

Hard Skills

• Programming Language
• Ruby On Rails
• Scripting
• REST APIs
• SQL
• Logging Tools
• Observability Tools

Soft Skills

• Customer Communication
• Multitasking
• Problem-Solving
• Adaptability

Industry Keywords

• Technical Support
• Customer Success
• Documentation
• AI-First Workflows
• Cloud Infrastructure

Tools & Technologies

• Claude
• Claude Code
• Datadog
• Sentry