Technical Support Engineer

Honorlock

. Serve as the primary technical support contact for customers and internal stakeholders .

Posted 10/28/2026full-timeRemote • United StatesMid-LevelSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and troubleshooting across front-end and back-end technologies, with a strong focus on API integrations, SSO configurations, and data visualization. Proficient in SQL, JavaScript, and Python, with a commitment to effective communication and process improvement.

Highest-signal resume keywords

Technical Support ExperienceAPI Integration SupportSQL Query OptimizationJavaScript and Python ProficiencyData Visualization Tools Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting SkillsAPI Payload InterpretationSQL Query WritingJavaScript CodingPython Coding

Soft Skills

Excellent Communication SkillsMentoring and Coaching

Tools & Technologies

MetabaseCanvasBlackboardAWSCI/CD Practices

Industry Keywords

SaaSEducation TechnologyProctoring SystemsSOC 2ISO 27001

Tech Stack

Tools & technologies

AWSCloudJavaScriptPythonSQL

About the role

Key responsibilities & impact

Serve as the primary technical support contact for customers and internal stakeholders
Communicate complex technical concepts to technical and non-technical audiences
Support customer developers and administrators with API integrations, SSO configurations, and LMS connectivity, including Canvas and Blackboard
Manage real-time customer interactions across multiple channels
Diagnose, replicate, and resolve application issues involving back-end systems, front-end behavior, and third-party integrations
Analyze logs, review API payloads, and debug JavaScript and Python code snippets
Document and escalate confirmed bugs and product gaps to Engineering with reproducible steps and impact analysis
Own incident communications and root cause documentation for customer-facing outages and degradations
Create and maintain SQL and Metabase data dashboards to track trends and identify anomalies
Contribute to process improvement and case deflection strategies, including self-help content and runbooks
Maintain service-level expectations for response and resolution times on escalated cases
Partner with Engineering, Product, QA, and Specialized Support on customer issues and product improvements
Mentor Support Specialists through technical guidance, coaching, and knowledge-sharing
Participate in QA testing cycles and product validation before release
Contribute to internal knowledge bases and external support documentation

Requirements

What you’ll need

5+ years in a Technical Support, Support Engineering, or Developer Support role within a SaaS Company
Strong troubleshooting skills across front-end and back-end technologies
Ability to read and interpret JSON, XML, REST API payloads, and basic code, including JavaScript and Python
Hands-on experience supporting SSO, LMS integrations such as Canvas and Blackboard, and third-party developer platforms
Proficiency in writing and optimizing SQL queries
Experience with data visualization tools such as Metabase, Looker, or Power BI
Experience documenting technical workflows and customer-facing knowledge base articles
Excellent communication skills and ability to translate complex issues into actionable guidance
Bachelor’s degree in Computer Science, Engineering, or a related technical discipline
Experience with education technology platforms or proctoring systems
Knowledge of cloud environments, with AWS preferred, and CI/CD practices
Exposure to security or compliance-driven support environments such as SOC 2 and ISO 27001

Benefits

Comp & perks

Annual bonus of up to 5%
Unlimited PTO
Remote-first company
Choice of company-issued laptop
Healthcare benefits
Company matched 401k