Enterprise Tech Support Engineer - Govt & SaaS (Hybrid)

Windward Ltd.; Washington (District of Columbia); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Windward Ltd. is seeking a Technical Support Engineer to join our Business Unit in the United States. You will support B2B and B2G customers across insurance, government, and logistics sectors, acting as a technical lead from incident to resolution.

You will work with Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the customer support experience.

Qualifications

• 3+ years in Technical Support or similar SaaS role
• Experience working cross-functionally with Product and R&D
• Comfort handling compliance or regulatory-sensitive communications
• Hands-on experience with Salesforce, Freshdesk, Jira
• Strong troubleshooting and end-to-end issue investigation
• Experience with REST APIs, GraphQL, SQL, MongoDB
• Basic Python proficiency
• Strong communication and stakeholder management skills
• Ability to manage multiple priorities in a fast-paced environment

Responsibilities

• Handle customer tickets from routine inquiries to complex investigations with ownership from start to finish
• Collaborate with R&D, Product, Customer Success and Operations teams
• Monitor and maintain SLA commitments for enterprise customers
• Analyze customer environments, product behavior, APIs, and data flows to identify issues
• Contribute to process improvements and operational excellence initiatives

Skills

Technical support

Cross-functional collaboration

Troubleshooting

REST APIs

GraphQL

SQL

MongoDB

Python

Regulatory/compliance

Stakeholder management

Tools

Salesforce

Freshdesk

Jira

Job description

Windward Ltd. is seeking a Technical Support Engineer to join our Business Unit in the United States. You will support B2B and B2G customers across insurance, government, and logistics sectors, acting as a technical lead from incident to resolution.

You will work with Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the customer support experience.