<p>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.</p><p></p><h3><strong>Responsibilities</strong></h3><ul> <li>Act as the initial point of contact for Tier 2 support requests from global customers.</li> <li>Diagnose, troubleshoot, and resolve technical issues related to Stigg’s SaaS platform and its API-based functionalities.</li> <li>Assist customers in addressing technical challenges with integrations using Stigg’s APIs.</li> <li>Collaborate with internal teams (Engineering, Product, and Customer Success) to escalate and resolve complex issues.</li> <li>Maintain and update the knowledge base by documenting solutions, FAQs, and troubleshooting guides.</li> <li>Monitor and respond to support tickets, emails, and live chat inquiries within the defined SLA.</li> <li>Identify recurring issues and provide feedback to improve product quality and support processes.</li> <li>Prioritize and manage a queue of support tickets to ensure timely resolution.</li> </ul><ul> <li>5+ years of hands-on experience providing vendor support at Tier 2 or above.</li> <li>Proven experience working with SaaS platforms that rely on API-based integrations in a technical support or related role.</li> <li>Hands on experience with SQL querying.</li> <li>Strong understanding of API technologies, including the ability to read and debug HTTP requests and responses.</li> <li>Experience troubleshooting customer issues involving API integrations, configurations, and third-party software.</li> <li>Experience working with databases, such as PostgreSQL, ClickHouse, or DynamoDB.</li> <li>Familiarity with logs troubleshooting tools, such as AWS CloudWatch or DataDog.</li> <li>Strong written and verbal communication skills for effectively working with global customers.</li> <li>Experience with ticketing systems (e.g., Zendesk, Intercom) and collaboration tools (e.g., Slack, Jira).</li> <li>Familiarity with modern SaaS tools and basic programming concepts (e.g., JSON, HTTP protocols).</li> <li>Excellent problem-solving skills with a customer-centric approach to resolving issues.</li> <li>Ability to prioritize support tickets effectively based on urgency and impact.</li> <li>Advantages: </li> <ul> <li>Programming languages familiarity – TypeScript</li> <li>Experience working with Stripe</li> </ul> </ul>

stigg

Technical Support Engineer

stigg

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