Technical Support Engineer II, Triage & Discovery

United States Digital Space LLC; Greater London; Hybrid; GBP 48,000 - 74,000; Full time

Job summary

United States Digital Space LLC is seeking a Technical Support Engineer 2 to join our frontline team. You will triage incoming cases, guide discovery conversations, and craft clean handoffs for senior engineers while resolving straightforward tickets with empathy.

This role requires 1–3 years in technical support, comfort with APIs and logs, excellent communication, and strong judgement in a fast-paced, hybrid work environment.

Qualifications

• 1-3 years of experience in technical support or a similar customer-facing technical role.
• Familiar with APIs, logs, and authentication concepts; able to read basic JavaScript.
• Excellent communication to lead troubleshooting conversations with customers.
• Strong judgment on when to continue digging vs escalate.
• Organized and capable of managing a busy reactive queue.
• Hands-on, creative problem solver who can lead clients to success.
• Ability to collaborate with cross-functional teams to deliver solutions.
• Curious and self-directed with a habit of self-learning.

Responsibilities

• Triage incoming support cases and lead discovery conversations.
• Build high-quality handoffs for senior engineers.
• Directly resolve straightforward product questions and tasks.
• Gather evidence (logs, screenshots, timestamps) for tickets.
• Maintain ticket hygiene and SLA adherence.
• Identify opportunities to improve runbooks and discovery practices.
• Assist QA with automated responses and knowledge base content.
• Work within Zendesk and other ticketing tools.

Skills

Customer focus

Communication skills

API familiarity

Troubleshooting

Independence

Tools

Zendesk

Job description

the company is where you belong!

the company helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Over 800 of the world’s largest financial institutions and fintechs turn to the company to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers.

Through our values: Be Bold, Go Fast, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of Inc. Magazine’s Best Workplaces,Forbes America’s Best Startup Employers,Best Fintech to Work for by American Banker, year after year.

Check out our investors and read more about us here.

About the team

The Technical Support Engineer 2 (TSE2), Triage & Discovery is the front line of the company’s technical support experience. This role is responsible for engaging customers early, clarifying the true issue, gathering the right technical and business context, and preparing high-quality handoffs to senior Technical Support Engineers for deeper investigation and resolution. You’ll also directly resolve repeatable, well-defined support workflows-like implementation tasks and standard configurations-giving you meaningful ownership alongside your triage work.

This isn’t a role where you passively route tickets. You’ll dig into each request, ask sharp questions, get on short calls when it’ll move things faster, and build a clear picture of what’s actually going on. The best person for this role is someone who’s energized by customer interaction, comfortable navigating technical systems, and skilled at turning ambiguity into clarity. By improving the quality of initial problem discovery, you’ll help the entire support organization resolve issues faster, more accurately, and with less wasted effort.the company operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite three days a week, and remote employees onsite once a quarter.

What you'll be doing

As a Technical Support Engineer 2, you will be responsible for triaging incoming support cases, leading customer discovery conversations, building high-quality handoffs for senior engineers, and directly resolving straightforward tickets—all using our ticketing system, Zendesk. You’ll be leveraging your technical skills, problem-solving instincts, written communication, and verbal skills to clarify customer issues and build trust with professionalism and empathy.

Responsibilities

• Serve as the first technical point of contact for incoming support requests—respond quickly, ask targeted follow-up questions, and build a clear understanding of what the customer actually needs.

• Get on short customer calls (15-30 minutes) when written back-and-forth isn’t getting to the heart of the issue fast enough. Lead these calls effectively, keeping them focused on discovery and triage.

• Gather the evidence that matters—logs, screenshots, timestamps, configuration details, reproduction steps—so that the next person to touch the ticket can hit the ground running.

• Write clean, structured internal notes and handoffs. When you route a ticket to a senior engineer, they should be able to start solving immediately without redoing your work.

• Directly resolve straightforward product questions, technical clarifications, and clearly documented support tasks, including repeatable implementation workflows managed asynchronously over days or weeks.

• Diagnose issues related to the company’s dashboard, APIs, and integrations using logs, system tools, and debugging methods, exercising judgment about when to resolve vs. when to elevate.

• Maintain accurate ticket hygiene, timely follow-ups, clear statuses, and deliver within established service level agreements (SLAs).

• Identify opportunities to improve macros, runbooks, intake questions, and discovery practices based on patterns you see in the queue.

• Help QA automated support responses, flagging and fixing issues as you encounter them.

• Expand product knowledge and technical skills through self-directed learning and embed program participation.

• the company’s support team covers an 8am-8pm US time zone window. Your schedule will include dedicated blocks for queue coverage, including on-call triage of urgent tickets during business hours, plus time for focused async work.

Who we’re looking for

the company is looking for a Technical Support Engineer 2 who combines strong customer instincts with a solid technical floor. The role is ideal for someone who thrives in a fast-paced, reactive environment, values continuous learning, and can get scrappy. You’re energized by frequent customer interaction, comfortable leading short calls to clarify issues, and disciplined enough to turn ambiguous intake into structured, actionable support work. You demonstrate independence while recognizing when to seek guidance for novel or ambiguous situations.

Desired Skills and Experience

• 1-3 years of experience in technical support, customer success, or a similar customer-facing technical role.

• Comfort with APIs, logs, and authentication concepts. You can read basic JavaScript, identify data types, and reason through what an API request is doing—even if you’re not writing code all day.

• Excellent communication skills (oral, written, and interpersonal) to lead troubleshooting conversations warmly and directly, whether over chat or on a call. You ask good questions and know how to make a customer feel heard.

• Solid judgment about when to keep digging vs. when to hand something off. You’re not trying to prove you can own everything—you’re trying to get the customer to the right answer as fast as possible.

• Organized in a reactive environment. A busy queue doesn’t rattle you, and your notes are something other people can actually use.

• Hands-on, passionate, and creative problem solver with the ability to lead clients to success.

• Excellent customer management skills to address and prevent escalated issues by collaborating and networking with cross-functional teams to deliver solutions that customers need.

• Curious and self-directed. You teach yourself things and look for ways to improve the tools and processes around you.

Nice to have

• Experience with implementation or onboarding workflows in a SaaS environment.

• Familiarity with SQL, scripting, or QA processes.

• Experience in an environment with clear severity levels and escalation paths.

• Experience creating client-facing documentation, including Knowledge Base articles.

• Experience in fraud & complianc