Technical Support Engineer - AI Platform & Escalations

United States Digital Space LLC; United States; Remote; USD 72,000 - 112,000; Full time

Benefits offered by this job

Parental leave

Competitive salaries

Equity

401(k) plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Community impact days

Fertility assistance

Adoption assistance

Paid Sabbatical

Flexible PTO

Wellness allowance

Professional development allowance

Pre-tax commuter benefits

Complete laptop workstation

Job summary

United States Digital Space LLC is seeking a Technical Support Engineer to join our global technical support team. You will grow deep knowledge of our platform, serve as an escalation point for complex issues, and collaborate with Support, Engineering, and Product to surface bugs and improve internal tools.

You will work on data requests beyond self-service capabilities, develop dashboards and automation, and contribute to a robust knowledge base while maintaining strong customer impact and

Qualifications

• 1-3 years of experience in a technical support engineering role or a similar role.
• Proficiency in scripting or programming languages.
• Strong understanding of APIs, including debugging with browser developer tools, Postman, or similar tools.
• Familiarity with front-end web technologies (HTML, JavaScript, CSS), either through professional experience or a credible software development boot camp.
• Working knowledge of DNS, SPF, DKIM, DMARC, and email deliverability concepts.
• Passion for building internal tools, automation, and improving operational efficiency.
• Excellent analytical and communication skills.
• Comfortable working in a fast-paced, cross-functional environment.

Responsibilities

• Become a subject matter expert on the company platform and use that knowledge to help build internal tools that support customer-facing teams.
• Serve as an internal escalation point for high-complexity support issues and provide direct technical support to customers when escalated issues require advanced investigation.
• Query standard and nonstandard databases to troubleshoot issues, provide data insights, and support complex workflows.
• Collaborate closely with Engineering to support internal API integrations and custom tooling development.
• Analyze support trends and identify opportunities to improve tooling and reduce manual work.
• Develop or enhance internal dashboards, automation scripts, and troubleshooting utilities.
• Document findings and contribute to the team's knowledge base.

Skills

Scripting

APIs debugging

Frontend basics

Analytical skills

Communication

Cross-functional teamwork

Tools

Postman

Jira

Zendesk

Datadog

Elasticsearch

Job description

United States Digital Space LLC is seeking a Technical Support Engineer to join our global technical support team. You will grow deep knowledge of our platform, serve as an escalation point for complex issues, and collaborate with Support, Engineering, and Product to surface bugs and improve internal tools.

You will work on data requests beyond self-service capabilities, develop dashboards and automation, and contribute to a robust knowledge base while maintaining strong customer impact and