Technical Support Engineer

Jobgether; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Remote-first environment

Flexible PTO

Learning & development support

Wellness programs

Global collaboration

Job summary

Jobgether is seeking a Technical Support Engineer based in the United States to resolve complex software issues and drive software quality with engineering. You will own escalations, reproduce issues, and provide clear, prioritized reports while mentoring teammates and contributing to process enhancements.

In this remote-first role, you will use SQL, REST APIs, and monitoring tools to diagnose problems, coordinate with Engineering, and communicate progress to customers and stakeholders.

Qualifications

• 5+ years of experience in SaaS technical support or similar customer-facing role.
• At least 2 years managing Tier 2/3 escalations or working with Engineering teams.
• Advanced troubleshooting to identify root causes and validate solutions.
• Working knowledge of SQL, REST APIs, integrations, SSO, MFA, OAuth, OpenID, JavaScript, XML, JSON, HTTP/TLS/TCP-IP.
• Experience with log analysis, monitoring platforms, and ticketing systems (Zendesk, Jira).
• Strong written and verbal communication, collaboration across teams, and stakeholder management.

Responsibilities

• Review complex support cases, reproduce issues, and prepare Jira tickets with diagnostics and priorities.
• Own escalated issues from investigation to deployment and communicate timelines.
• Conduct advanced troubleshooting of configuration, data, integration, and performance issues.
• Analyze logs/monitoring data using Kibana or AppDynamics and validate solutions.
• Distinguish defects from configuration issues and route as needed.
• Identify recurring problems and propose product/process improvements.
• Maintain up-to-date known-issues and release notes for Support teams.
• Improve support processes, playbooks, and mentoring within the team.
• Translate technical findings for both technical and non-technical stakeholders.
• Deliver measurable results in escalation quality, resolution times, and customer satisfaction.

Skills

SaaS support

Escalations

Analytical thinking

Communication

Ownership

Tools

Zendesk

Jira

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in United States.

As a Technical Support Engineer, you will play a pivotal role in resolving complex software issues and strengthening collaboration between technical support and engineering teams. You will investigate escalated customer issues, identify root causes, and ensure that engineering teams receive clear, reproducible, and well-prioritized reports. Taking ownership from initial investigation through to confirmed resolution, you will help improve software reliability and customer satisfaction. You will work with modern troubleshooting tools, databases, APIs, monitoring platforms, and issue-tracking systems. Beyond resolving individual incidents, you will identify recurring defects and drive lasting improvements across products and processes. This remote-first opportunity offers autonomy, cross-functional collaboration, and the chance to contribute to technology that supports nonprofit organizations and philanthropic communities worldwide.

Accountabilities

• Manage escalations between Support and Engineering: Review complex support cases, reproduce reported issues, assess customer impact, and prepare comprehensive Jira tickets containing diagnostic information, logs, environments, reproduction steps, and appropriate priorities.
• Own issues through resolution: Track escalated cases from investigation to deployment, coordinate with Engineering, clarify responsibilities and priorities, communicate realistic timelines, and confirm successful resolution with Support teams and customers.
• Conduct advanced technical troubleshooting: Investigate complex configuration, data, integration, workflow, upgrade, and performance issues using structured diagnostic methods and document findings and root causes in the relevant support and engineering systems.
• Use technical tools to isolate problems: Analyze logs and monitoring data with tools such as Kibana or AppDynamics, and use SQL, Postman, browser developer tools, and other diagnostic resources to identify failures and validate solutions.
• Resolve issues independently where possible: Distinguish software defects from configuration or operational problems, resolving cases that do not require Engineering involvement and allowing development teams to focus on confirmed defects.
• Identify recurring problems and drive improvements: Monitor defect patterns, quantify their impact, and present evidence-based recommendations to Product and Engineering teams to support permanent fixes and improve software quality.
• Maintain technical documentation: Keep known-issues resources and internal release notes up to date, ensuring that Support teams have accurate information about existing defects, workarounds, and product changes.
• Improve support processes and team capabilities: Establish clear escalation standards, maintain troubleshooting playbooks and knowledge base articles, and mentor Support Engineers and team leads to improve investigation quality and consistency.
• Strengthen cross-functional communication: Translate technical findings into clear updates for technical and non-technical stakeholders, ensuring alignment between customer needs, support priorities, and engineering actions.
• Deliver measurable results: Improve escalation quality, reduce resolution times, identify recurring-defect trends, and contribute to stronger customer satisfaction and stakeholder feedback.

Requirements

• Professional experience: At least 5 years of experience in SaaS technical support or a comparable customer-facing technical role, including at least 2 years managing Tier 2 or Tier 3 escalations or working directly with Engineering teams.
• Advanced troubleshooting skills: Demonstrated ability to investigate complex software issues independently, identify root causes, validate solutions, and document technical findings clearly.
• Technical knowledge: Working knowledge of SQL, REST APIs, integrations, SSO, MFA, OAuth, OpenID, JavaScript, XML, JSON, and web and network protocols, including HTTP, TLS, and TCP/IP.
• Monitoring and diagnostic tools: Experience with log analysis, application monitoring, and technical troubleshooting platforms, as well as ticketing and issue-tracking systems. Familiarity with Zendesk and Jira is preferred.
• Analytical thinking: Strong problem-solving abilities, attention to detail, and the capacity to interpret incomplete or complex technical information to make informed decisions.
• Communication and collaboration: Excellent written and verbal communication skills, with the ability to explain technical issues clearly, coordinate across teams, influence stakeholders without formal authority, and manage expectations effectively.
• Ownership and initiative: A proactive, service-oriented mindset, with the ability to follow issues through to confirmed resolution, identify recurring problems, and recommend process improvements.
• Work authorization: Must be legally eligible to work in Canada or the United States.
• Preferred industry experience: Familiarity with grant management software, nonprofit technology, philanthropic systems, or similar business applications is an asset.
• Additional qualifications: Experience in technical leadership or mentoring, familiarity with Agile or Scrum methodologies and ITIL-based incident or problem management, and practical use of AI tools in support operations are advantageous.

Benefits

• Competitive compensation: Salary details are not specified in the provided job description.
• Comprehensive benefits: Access to a competitive benefits package designed to support employee well-being and financial security.
• Flexible paid time off: A flexible PTO policy that allows employees to manage their time while supporting personal well-being and professional responsibilities.
• Remote-first work environment: Flexibility to work remotely while collaborating with colleagues across international teams and office locations.
• Learning and development: Tuition support, professional development opportunities, and resources to build technical expertise and advance your career.
• Lifestyle reimbursements: Financial support for eligible lifestyle-related expenses.
• Wellness initiatives: Tailored mindfulness and fitness programs to support physical and mental well-being.
• Career advancement: Opportunities for internal mobility, expanded responsibilities, leadership development, and collaboration across teams and business areas.
• Autonomy and ownership: An environment that encourages independent problem-solving, creative thinking, and meaningful contributions to technical and operational improvements.
• Recognition and collaboration: A supportive workplace that values employee achievements, knowledge sharing, and cross-functional teamwork.
• Meaningful impact: The opportunity to support software solutions that help nonprofit organizations, grantmakers, foundations, and community organizations improve their operations and maximize their social impact.
• Inclusive workplace: A commitment to equal opportunity, diversity, accessibility, and reasonable accommodations throughout the recruitment and employment process.