Technical Support Engineer

Windward Ltd.; Washington (District of Columbia); Híbrido; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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

Responsabilidades

• 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

Conocimientos

Technical support

Cross-functional collaboration

Troubleshooting

REST APIs

GraphQL

SQL

MongoDB

Python

Regulatory/compliance

Stakeholder management

Herramientas

Salesforce

Freshdesk

Jira

Descripción del empleo

About the Role

We are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States.

In this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution.

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

Responsibilities

• Handle customer tickets at all complexity levels — from routine data inquiries to complex compliance and technical investigations — with full ownership from first response to closure.

• Collaborate closely with R&D, Product Management, 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

Requirements

• 3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies

• Experience working cross-functionally with Product and R&D teams

• Comfort handling compliance or regulatory-sensitive customer communications

• Hands‑on experience with customer support and ticketing platforms such as: Salesforce, Freshdesk, Jira.

• Strong troubleshooting and analytical skills with experience investigating technical issues end-to-end

• Experience working with: REST APIs, GraphQL, SQL, MongoDB.

• Basic Python proficiency — comfortable running and reading Python scripts.

• Strong critical thinking and problem‑solving abilities

• Ability to manage multiple priorities in a fast‑paced environment

• Excellent communication and stakeholder management skills

Preferred Qualifications

• Experience supporting enterprise or governmental customers

• Experience in data-driven or intelligence platforms

• Knowledge of SaaS infrastructure, integrations, and cloud environments

• Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.

Location: Washington DC — hybrid