Technical Support Engineer

We are seeking a dedicated and customer-focused Technical Support Engineer to join our team at Stigg. In this role, you will be the first point of contact for our global customers, handling Tier 2 technical inquiries. Your primary responsibility will be to ensure our customers have a seamless experience with our SaaS platform, which is built on robust APIs, by troubleshooting issues and collaborating with cross-functional teams to deliver timely solutions. If you are passionate about technology and problem-solving, we want to hear from you.

Responsibilities

• Act as the initial point of contact for Tier 2 support requests from global customers
• Diagnose, troubleshoot, and resolve technical issues related to Stigg's SaaS platform and its API-based functionalities
• Assist customers in addressing technical challenges with integrations using Stigg's APIs
• Collaborate with internal teams (Engineering, Product, and Customer Success) to escalate and resolve complex issues
• Maintain and update the knowledge base by documenting solutions, FAQs, and troubleshooting guides
• Monitor and respond to support tickets, emails, and live chat inquiries within the defined SLA
• Identify recurring issues and provide feedback to improve product quality and support processes
• Prioritize and manage a queue of support tickets to ensure timely resolution
  
  

• 5+ years of hands-on experience providing vendor support at Tier 2 or above
• Proven experience working with SaaS platforms that rely on API-based integrations in a technical support or related role
• Hands on experience with SQL querying
• Strong understanding of API technologies, including the ability to read and debug HTTP requests and responses
• Experience troubleshooting customer issues involving API integrations, configurations, and third-party software
• Experience working with databases, such as PostgreSQL, ClickHouse, or DynamoDB
• Familiarity with logs troubleshooting tools, such as AWS CloudWatch or DataDog
• Strong written and verbal communication skills for effectively working with global customers
• Experience with ticketing systems (e.g., Zendesk, Intercom) and collaboration tools (e.g., Slack, Jira)
• Familiarity with modern SaaS tools and basic programming concepts (e.g., JSON, HTTP protocols)
• Excellent problem-solving skills with a customer-centric approach to resolving issues
• Ability to prioritize support tickets effectively based on urgency and impact
• Advantages:
• Programming languages familiarity - TypeScript
• Experience working with Stripe
  
  

• Opportunity to work with an innovative SaaS platform empowering global companies to optimize their pricing and packaging
• Be part of a collaborative team that values innovation, learning, and customer success
• Competitive compensation and benefits, along with opportunities for career growth