Technical Support Eng.

Ultra is looking for a Technical Support Engineer (TSE) to join our Customer Operations team and support the company’s transition from a traditional product model to an API-as-a-Service model.

In this role, you will serve as the technical front line for customer-facing service issues, with a strong focus on API integration, service health, log analysis, technical triage, and collaboration with R&D teams.

Our customers including government (b2g), enterprises (b2b), and regulatory organizations. Therefore, this role requires a highly technical support approach, focused on integration health, service reliability, data accuracy, and clear technical communication.

The position reports to the VP Customer Operations.

Key Responsibilities

Serve as the first technical point of contact for customer-facing service issues.

• Analyze and triage issues related to API behavior, integrations, installation, performance, data integrity, and product logic.
• Distinguish between infrastructure issues, application bugs, integration problems, and product capability gaps.
• Investigate issues using logs, HTTP analysis, monitoring tools, and internal systems.
• Provide clear reproduction steps, relevant logs, and structured technical summaries for R&D teams.
• Support API integration processes and assist customers’ technical teams during implementation and troubleshooting.
• Monitor service health, uptime, latency, and degradation indicators; create and maintain dashboards, alerts, and operational checks.
• Track bugs, service calls, and customer issues according to agreed SLAs.
• Create developer-facing documentation, troubleshooting guides, and internal knowledge base materials.
  
  

• 3-5 years of proven experience in technical support, application support, integration support, or a similar technical customer-facing role in B2B or B2G environments.
• Strong technical orientation and code-level understanding, with the ability to read logs, understand system behaviour, and communicate effectively with engineering teams.
• Excellent communication skills, strong ownership, problem-solving mindset, attention to detail, and ability to work independently.
• Experience supporting SaaS, API-based platforms, or service-oriented products.
• Ability to investigate complex technical issues and translate findings into clear action items.
• Basic coding or scripting proficiency.
• Experience with monitoring tools, agents, dashboards, alerts, service health indicators, and ticketing systems.
• Strong technical writing skills and ability to create clear documentation for internal and external users.
• Excellent technical English; French or Spanish is an advantage.