Role Overview
We are hiring our first Technical Support Engineer — a foundational, high-ownership role. You will be the front line between our customers and our product, working directly with engineering and product to resolve issues, surface insights, and shape how support scales. This is not a ticket-closing role; it is a problem-solving role.
Key Responsibilities
- Own end-to-end resolution of customer-reported technical issues across our Django/Python backend, Angular frontend, and REST APIs
- Triage, investigate, and reproduce bugs using Jira; write detailed tickets that engineering can act on immediately.
- Debug API errors, authentication failures, and data flow issues by reading logs and tracing requests across the stack.
- Write and run basic Python scripts to investigate data anomalies or reproduce customer scenarios.
- Document solutions in an internal knowledge base to reduce repeat escalations.
- Collaborate with product and engineering on release notes, known issues, and rollout monitoring.
- Identify patterns in support tickets and proactively surface them to the CPO as product feedback
Required Skills & Experience
- 2–3 years in a technical support, QA, or junior developer role in a SaaS product environment.
- Hands-on familiarity with Django and Python — able to read code, understand models/views, and trace errors.
- Working knowledge of Angular — able to inspect component state, console errors, and network requests.
- Comfortable with REST APIs: reading docs, testing endpoints via Postman/curl, interpreting HTTP status codes.
- Proficient with Jira for ticket management, labelling, and sprint tracking.
- Strong written communication — able to write clear, empathetic customer responses and crisp internal bug reports.
Nice to Have
- Exposure to cloud infrastructure (AWS / GCP) — reading logs in CloudWatch or similar
- SQL query skills for investigating data-layer issues
- Prior experience as a first support hire or in an early-stage startup
