Technical Support Engineer

Windward, Ltd.; Washington, Northern (District of Columbia, KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Windward, Ltd. is seeking a Technical Support Engineer to support a wide range of B2B and government customers in the United States. You will troubleshoot, resolve complex issues, and maintain SLA commitments across diverse data environments and APIs.

You will collaborate with Product, R&D, and Customer Success teams, manage end-to-end tickets, and contribute to onboarding and training initiatives while driving operational improvements in a fast-paced, hybrid work setting.

Qualifications

• 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.
• Strong critical thinking and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and stakeholder management skills.

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
• Support customer onboarding, training sessions, and project-related activities when needed

Skills

Salesforce

Freshdesk

Jira

REST APIs

GraphQL

SQL

MongoDB

Python

Troubleshooting

Cross-functional collaboration

Tools

Salesforce

Freshdesk

Jira

REST APIs

GraphQL

SQL

MongoDB

Python

Job description

# Technical Support EngineerWashington DC area · Full-time · Intermediate#### About The PositionAbout the RoleWe 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* Support customer onboarding, training sessions, and project-related activities when needed#### 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 skillsPreferred 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