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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong troubleshooting and root cause analysis skills, with experience in technical support and customer engagement. Proficient in documenting technical findings and improving support processes while ensuring adherence to SLAs and quality standards.
Highest-signal resume keywords
Technical Support ExperienceRoot Cause AnalysisAPI and REST ServicesSQL and Database KnowledgeTechnical Documentation Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingRoot Cause AnalysisAPI TestingSQLWeb TechnologiesHTTP ProtocolsTechnical WritingData AnalysisAutomationCustomer Support
Soft Skills
Excellent CommunicationCollaborationCustomer-First MindsetOwnershipAccountability
Tools & Technologies
Browser Developer ToolsPostmanTicketing SystemsDebugging UtilitiesKnowledge-Sharing Content
Industry Keywords
Technical SupportProduct SupportSolutions EngineeringSOPsSupport Articles
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Own and resolve complex L4 support escalations within assigned product areas
- Investigate, reproduce, and troubleshoot customer-reported technical issues
- Perform root cause analysis and collaborate with Engineering and Product teams on defect resolution
- Document technical findings, reproduction steps, and resolution details accurately
- Create, maintain, and improve support articles, SOPs, and troubleshooting documentation
- Analyze ticket trends to identify recurring issues, product gaps, and customer pain points
- Provide actionable insights and recommendations to improve product quality and customer experience
- Conduct technical training sessions for Support and Customer Success teams
- Develop onboarding materials, knowledge-sharing content, and walkthrough videos
- Engage directly with customers to troubleshoot complex issues and provide technical guidance
- Identify opportunities to automate repetitive support processes and improve operational efficiency
- Drive continuous improvements in support workflows, documentation, and self-service resources
- Ensure adherence to SLAs, quality standards, and escalation processes
- Continuously build expertise in assigned products and emerging technologies
Requirements
What you’ll need- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience
- 2–4 years of experience in Technical Support, Product Support, Solutions Engineering, or a similar technical role
- Strong troubleshooting and root cause analysis skills
- Experience working with APIs, REST services, Web technologies, and HTTP protocols
- Working knowledge of SQL and databases for investigation purposes
- Experience using browser developer tools, logs, API testing tools (e.g., Postman), and debugging utilities
- Excellent written and verbal communication skills
- Strong documentation and technical writing abilities
- Ability to collaborate effectively with Engineering, Product, and Customer Success teams
- Experience analyzing support data and identifying trends
- Ability to manage multiple priorities while meeting SLAs
- Customer-first mindset with strong ownership and accountability
- Experience with additional programming languages or frameworks preferred
- Familiarity with customer support tools and ticketing systems preferred
- Previous experience in a customer-facing role preferred
Benefits
Comp & perks- Global, remote-first organization
- Equal Opportunity Employer
- Voluntary demographic information; refusal will not affect application status
- Privacy Policy review before application