BigStep is looking for a highly analytical and technically strong Technical Support Engineer to join our growing support team. This is a hybrid Tier 1 / Tier 2 support role ideal for someone who enjoys troubleshooting, debugging, and solving complex technical issues in a fast-paced SaaS environment.
The ideal candidate will have 2–3 years of experience in B2B SaaS support along with strong technical troubleshooting capabilities, including experience with SQL queries, debugging tools, log analysis platforms, and modern development technologies. Previous software development experience is highly preferred.
This role requires an individual contributor who can work independently, take ownership of issues end-to-end, and collaborate effectively across Product, Engineering, and Customer Success teams.
Key Responsibilities
- Provide hybrid Tier 1 and Tier 2 technical support for customers and internal stakeholders.
- Investigate, troubleshoot, and resolve application-related issues across web and backend systems.
- Perform detailed debugging using tools such as SQL, DataDog, Cursor, browser developer tools, and internal monitoring systems.
- Analyze logs, database records, APIs, and application behavior to identify root causes of issues.
- Support and troubleshoot applications built on technologies such as Node.js, React.js, and relational databases.
- Manage support tickets while meeting SLA expectations and maintaining high-quality communication.
- Escalate complex product bugs and technical issues to Engineering teams with detailed documentation and reproduction steps.
- Work closely with Product and Engineering teams to improve product stability and customer experience.
- Assist customers in understanding product functionality and recommend practical solutions to business problems.
- Contribute to process improvements, documentation, and knowledge-sharing initiatives.
- Balance multiple issues simultaneously while maintaining strong attention to detail and ownership.
Required Qualifications
- 2–3 years of experience in Technical Support, Application Support, or SaaS Support roles.
- Experience working in a B2B SaaS company environment.
- Strong troubleshooting and debugging skills across web applications and backend systems.
- Hands-on experience with:
- SQL queries and database troubleshooting
- Log monitoring and debugging tools such as DataDog
- Developer productivity/debugging tools such as Cursor
- Good understanding of: Node.js, React.js, SQL
- Databases and API-driven applications
- Previous software development experience is preferred.
- Excellent written and verbal communication skills in English.
- Strong analytical thinking and problem-solving abilities.
- Ability to work autonomously with high ownership and accountability.
- close attention to detail and a methodical approach to issue resolution.
- Strong understanding of support escalation processes and cross-functional collaboration.
