Technical Support Engineer

Jobtailor; Amsterdam; On-site; EUR 60,000 - 90,000; Full time

Job summary

Jobtailor is looking for a technically proficient customer support engineer to resolve complex issues, automate with APIs, and collaborate across teams to improve systems. You will work with SQL, Python, and TypeScript to build lightweight tools and ensure swift resolution for customers in Europe, with coverage outside standard US business hours.

You’ll operate autonomously, triage escalations, and become a deep expert on the Orb platform and billing landscape, contributing to playbooks and

Qualifications

• 3+ years in a highly technical customer support or service role.
• Excellent written and verbal communication.
• Experience writing scripts or lightweight internal tools leveraging APIs.
• SQL knowledge and familiarity with AWS.
• Experience programming in Python or TypeScript.
• Able to work autonomously and make escalation decisions.
• Willing to work from Europe and cover non-US hours.
• Familiarity with billing platforms and Deferred Revenue is a plus.

Responsibilities

• Resolve inbound technical issues via SOPs and hands-on troubleshooting or by coordinating internal tickets.
• Triage urgent customer-reported issues and determine escalation paths.
• Establish and report on support responsiveness and time-to-resolution standards.
• Collaborate with Customer Success, Product Management, and Operations to improve systems and tooling.
• Use support data and recurring issue patterns for continuous improvement.
• Build and improve internal playbooks and knowledge base content.
• Become a deep expert on the Orb platform and usage-based billing landscape.
• Work across a broad set of customer stakeholders.

Skills

Technical support

APIs scripting

SQL

Python

TypeScript

AWS

Communication

Autonomy

Global time zones

Tools

Git

CLI

SQL tooling

AWS

Job description

Responsibilities

• Resolve inbound technical issues through SOPs and hands‑on troubleshooting or by coordinating internal tickets.
• Triage urgent customer-reported issues and determine escalation paths.
• Establish and report on support responsiveness and time-to-resolution standards.
• Collaborate with Customer Success, Product Management, and Operations to improve systems and tooling.
• Use support data and recurring issue patterns for continuous improvement.
• Build and improve internal playbooks and knowledge base content.
• Become a deep expert on the Orb platform and usage-based billing landscape.
• Work across a broad set of customer stakeholders.

Requirements

• 3+ years of experience in a highly technical customer support or service role.
• Excellent written and verbal communicator.
• Comfortable writing scripts or lightweight internal tools that leverage APIs.
• Functional SQL knowledge and familiarity with AWS.
• Experience programming in Python or TypeScript.
• Comfortable working autonomously and making sound escalation decisions.
• Excited to work from Europe while helping improve coverage for customers outside standard US business hours.
• Familiarity with billing platforms/systems and finance concepts like Deferred Revenue is a plus!

Core Competencies

Demonstrates expertise in technical customer support, with a strong focus on troubleshooting, issue resolution, and collaboration across teams. Proficient in programming and data analysis to enhance support processes and improve customer experience.