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ashby

Technical Support Engineer

Windward
USA
Full-time
Mid · 3+ years experience
Hybrid
Discovered 2 weeks ago
SalesforceFreshdeskJiraREST APIsGraphQLSQL

Full Job Posting

About the Role

We are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States.

In this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution.

You will work closely with customers, Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the overall customer support experience.

Responsibilities

  • Handle customer tickets at all complexity levels — from routine data inquiries to complex compliance and technical 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

Requirements

  • 3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies
  • Experience working cross-functionally with Product and R&D teams
  • Comfort handling compliance or regulatory-sensitive customer communications
  • Hands-on experience with customer support and ticketing platforms such as: Salesforce, Freshdesk, Jira.
  • Strong troubleshooting and analytical skills with experience investigating technical issues end-to-end
  • Experience working with: REST APIs, GraphQL, SQL, MongoDB.
  • Basic Python proficiency — comfortable running and reading Python scripts.
  • Strong critical thinking and problem-solving abilities
  • Ability to manage multiple priorities in a fast-paced environment
  • Excellent communication and stakeholder management skills
  • Preferred Qualifications
  • Experience supporting enterprise or governmental customers
  • Experience in data-driven or intelligence platforms
  • Knowledge of SaaS infrastructure, integrations, and cloud environments
  • Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.

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