Technical Support Engineer

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

Job summary

Windward is seeking a motivated Technical Support Engineer for its US Business Unit. You will support a wide range of customers across industries, troubleshoot complex issues, and drive investigations to resolution with cross-functional teams.

You will handle tickets end-to-end, monitor SLA commitments, and work closely with product, R&D, and customer success to improve the support experience. Hybrid in Washington, DC with strong communication skills required.

Qualifications

• 3 years of experience in Technical Support or similar in SaaS.
• Experience working cross-functionally with Product and R&D teams.
• Comfort handling compliance or regulatory-sensitive communications.
• Hands-on experience with ticketing platforms such as Salesforce, Freshdesk, Jira.
• Strong troubleshooting and analytical skills with end-to-end issue investigations.
• Experience with REST APIs, GraphQL, SQL, MongoDB.
• Basic Python proficiency for reading/running scripts.
• Strong communication and stakeholder management abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Handle customer tickets at all complexity levels—from routine data inquiries to complex 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.

Skills

Troubleshooting

Analytical thinking

Communication

Stakeholder management

Multitasking

Customer focus

Tools

Salesforce

Freshdesk

Jira

Job description

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