Technical Support Engineer Tier 2

We are a young, dynamic hi-tech company seeking a passionate, resilient, and proactive Technical Support Engineer to join our growing team.
In this role, you will become an expert in the inner workings of our platform and take responsibility for Tier-1 support, cross-team investigations, and customer success enablement. You will work closely with Product, Engineering, and Business teams to ensure a smooth client experience, providing guidance, issue resolution, proactive support, and intiatiives to improve the team's performance
This is a demanding and fast-paced role ideal for someone who thrives under pressure, has deep empathy for users, and is excited about solving problems and helping others succeed.
Responsibilities:
Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments.
Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
Guide customers through platform features, API integrations, and SFTP connections.
Help define and improve internal workflows by creating documentation, process diagrams, and training materials.
Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
Provide product education and support to clients, helping them understand platform functionality.
Being on call for urgent issues as part of a regular rotation.