Technical Support Engineer

Handle user inquiries through live chat, email, or support channels in a timely and professional manner, while investigating technical issues, reproducing bugs, checking logs, API, and backend behavior, and coordinating with engineering to resolve problems efficiently. Respond to user questions related to account, product usage, payment, bugs, and errors. Own the end-user support experience: keep customers proactively informed with regular updates throughout investigation and resolution, especially for high-priority (P1) issues, rather than only replying and closing.

Translate technical issues into clear, plain language for non-technical end users, while providing precise technical detail to engineering. Provide clear, helpful, and user-friendly explanations for both technical and non-technical users. Investigate technical issues by checking logs, API responses, error messages, and backend behavior.

Reproduce bugs and identify whether the issue is related to frontend, backend, API, payment, third-party integration, user behavior, or data. Create clear technical issue reports with steps to reproduce, screenshots, logs, expected result, actual result, severity, and suspected root cause. Escalate technical issues to engineering with complete context and follow up until resolution.

Handle ticket triage and prioritization based on severity, customer impact, and SLA tiers. Support customer onboarding and product adoption by helping new users get set up and answering how-to and best-practice questions. Act as the voice of the customer: surface recurring pain points, friction, and feature requests to Product/PM.

Work closely with PM, QA, frontend, backend, and Product Knowledge Specialist to improve product quality and documentation. Identify repeated user questions or issues and recommend improvements to Help Center, FAQ, onboarding guides, or product flow.