Technical Support Engineer

Dime9 Labs; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Dime9 Labs is seeking a Remote Technical Support Engineer to act as the bridge between customers and engineering across the US. You will manage the ticket queue, review logs, and perform screen shares to diagnose complex issues.

Responsibilities include diagnosing escalations, reproducing bugs, writing clear engineering reports, and authoring help articles for common questions. A collaborative, detail‑oriented communicator will thrive in this fully remote role.

Qualifications

• 2+ years in technical support for SaaS or API products.
• Ability to read logs, use SQL, and test REST APIs.
• Strong written communication with customers.

Responsibilities

• Diagnose and resolve escalated customer issues.
• Reproduce bugs and write clear reports for engineering.
• Write help articles for repeated questions.
• Track common problems and flag them to the product team.

Skills

2+ years exp

Read logs

SQL

REST APIs

Clear communication

Python scripting

JavaScript scripting

Job description

You will handle technical escalations and be the link between customers and engineering. The role is fully remote within the US, working through the ticket queue, logs, and screen shares, with coverage hours agreed across the team.

What you will do

• Diagnose and resolve escalated customer issues.
• Reproduce bugs and write clear reports for engineering.
• Write help articles for repeated questions.
• Track common problems and flag them to the product team.

What you bring

• 2+ years in technical support for a SaaS or API product.
• Able to read logs, use SQL, and test REST APIs.
• Patient, precise written communication with customers.
• Bonus: scripting experience in Python or JavaScript.