Technical Support Engineer

Jobtailor; Dublin; On-site; EUR 55,000 - 75,000; Full time

Job summary

Jobtailor in Dublin, Ireland is seeking a Technical Support Engineer with 3+ years in software engineering or technical support. You will diagnose and resolve issues, own each case end-to-end, and provide expert solutions to both non-technical and tech-savvy users.

You will collaborate with Product and Engineering to address systemic needs, document thoroughly in Jira, and stay proficient with Datadog, Sentry, Jira, and Claude AI tooling.

Qualifications

• Three plus years in a software engineering or technical support role.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Comfort writing Python is a distinct advantage.
• Ability to build AI solutions with proper guardrails from the start.
• Experience with PostgreSQL and SQL.
• Experience with APIs is a plus.
• Strong commitment to helping users with their technical requests.
• Clear, effective written and verbal communication with customers and internal teams.
• Composure under pressure, self-initiation, and strong interpersonal skills.
• Experience with Datadog, Sentry, Jira, and Claude or other AI tooling.
• Experience maintaining detailed documentation or ticketing records.
• Experience partnering with Product and Engineering teams to resolve systemic issues.

Responsibilities

• Diagnose and resolve issues by designing, planning, and implementing fixes in a timely manner.
• Own each system issue through to resolution against the agreed timeline.
• Own internal support as the technical support engineer for inquiries from across our user base.
• Partner with internal teams to troubleshoot recurring issues and understand end-user pain points.
• Advise audiences with expert solutions to both non-technical and technical users, maintaining clear communication.
• Link day-to-day issues with long-term fixes by escalating and partnering with Product and Engineering on systemic needs.
• Document thoroughly with detailed Jira records of issues, defects, and resolution steps, using AI as a collaborator.
• Keep the ticketing system current and adhere to internal processes for customer service, productivity, and quality standards.
• Stay tool-proficient across platforms supporting the role, including Datadog, Sentry, Claude and AI tooling, and Jira.

Skills

Analytical skills

Troubleshooting

Python knowledge

AI solution design

PostgreSQL/SQL

APIs

User-focused support

Clear communication

Calm under pressure

Documentation

Cross-functional collaboration

Tools

Datadog

Sentry

Jira

Claude/AI tooling

Job description

• Diagnose and resolve issues by designing, planning, and implementing fixes in a timely, appropriate manner.


• Own each system issue through to resolution against the agreed timeline.


• Own internal support as the technical support engineer for incoming enquiries from across our user base.


• Partner with internal teams to troubleshoot recurring issues and understand end-user pain points.


• Advise all audiences, providing expert solutions to non-technical and tech-savvy users alike, keeping communication clear and efficient.


• Be the link between day-to-day issues and long-term fixes: escalates and partner with Product and Engineering on systemic needs.


• Document thoroughly. Maintain detailed Jira records of issues reported, defects identified, and the steps taken to resolve them, using AI as your collaborator.


• Keep the ticketing system current and adhere to internal processes for customer service, productivity, and quality standards.


• Stay tool-proficient across the platforms that support the role, including Datadog, Sentry, Claude and AI tooling, and Jira.

Requirements

• Three plus years of hands-on experience in a software engineering or technical support role


• Excellent analytical, problem-solving, and troubleshooting skills


• Comfort writing Python is a distinct advantage


• The ability to build AI solutions with the right guardrails designed in from the start, not bolted on afterwards


• Experience working with PostgreSQL and SQL


• Experience with APIs is a plus


• A strong commitment to helping users with their technical requests


• Clear, effective written and verbal communication with customers and internal teams


• Composure under pressure, self-initiation, and strong interpersonal skills


• Experience with Datadog, Sentry, Jira, and Claude or other AI tooling


• Experience maintaining detailed documentation or ticketing records


• Experience partnering with Product and Engineering teams to resolve systemic issues

Core Competencies

Demonstrates expertise in diagnosing and resolving technical issues while maintaining clear communication with users and internal teams. Proficient in utilizing tools like Jira, Datadog, and Sentry to document and manage support processes effectively.