Technical Support Engineer

Key Responsibilities

• Serve as the first-line technical support agent for OWOW customers.
• Troubleshoot and resolve issues related to our APIs, SDKs, and platform integrations.
• Liaise between customers and internal engineering teams, clearly communicating technical issues and updates.
• Take ownership of technical issues and drive them to resolution.
• Contribute to support documentation and knowledge bases to reduce friction and enable customer self-service.
• Partner with the sales and product teams to ensure smooth handoff and continued success across the customer lifecycle.
• Contribute to customer success by supporting key accounts and building long-term relationships.
• Maintain accurate records in our ticketing system and help improve support documentation.
• Support onboarding of new customers with technical setup and best practices.

Requirements

• Strong understanding of APIs, SDKs, and developer tools.
• Familiarity with cloud infrastructure (AWS, Azure, Google Cloud), including hosting and software installation.
• Prior experience as a software developer or engineer (preferred).
• Exceptional communication skills with the ability to explain technical concepts clearly to non-technical stakeholders.
• Proactive, customer-centric mindset with a track record of supporting and retaining key accounts.
• Excellent problem-solving skills and the ability to independently debug and resolve technical issues.
• Outstanding communication skills — both written and verbal — to explain complex issues in simple terms.
• Comfortable working with international customers across time zones.
• Organized, detail-oriented, and able to manage multiple support tickets and client relationships simultaneously.

Preferred Qualifications

• Experience in B2B SaaS or developer-focused products.
• Experience with RESTful APIs, WebRTC, or real-time communication platforms.
• Familiarity with mobile and web development environments (iOS, Android, JavaScript).
• Knowledge of HIPAA-compliant systems or experience in healthcare tech (a plus).