Technical Support Engineer — Hybrid (DC)

Windward

Washington (District of Columbia)

Hybrid

USD 90,000 - 120,000

Full time

14 days+

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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.