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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities with experience in troubleshooting, API navigation, and customer communication. Proficient in using AI agents for problem-solving and familiar with cloud platforms and enterprise SaaS environments.
Highest-signal resume keywords
Technical Support ExperienceAPI Proficiency (REST, JSON)Basic Scripting Skills (Python, Bash)Experience with AI Agents (Claude, Cursor)Familiarity with Cloud Platforms (AWS, Azure, GCP)
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Own incoming technical support requests from enterprise customers by triaging, prioritising, and responding clearly
- Investigate issues end to end by reading logs, querying data, inspecting API calls and configurations, and reproducing problems
- Use Claude and other AI agents to analyse logs and code, understand unfamiliar product areas, and draft solutions and workarounds
- Solve most requests autonomously and escalate issues requiring deeper engineering work
- Prepare clear, reproducible escalation write-ups
- Keep customers informed, set expectations, communicate progress, and close the loop after fixes ship
- Run calls with customers' technical teams to troubleshoot issues and explain product configurations and integrations
- Write and maintain documentation, FAQs, and internal runbooks
- Identify ticket patterns and communicate them to product and engineering teams
- Collaborate with engineering, product, solutions, and customer success teams
Requirements
What you’ll need- 1 to 3 years of experience in a technical role such as technical support, support engineering, QA, implementation, or software development
- Strong customer-facing skills and ability to communicate technical issues to engineers and non-technical stakeholders
- Comfortable with APIs (REST, JSON), reading logs, writing basic SQL queries, and navigating a codebase
- Hands-on experience with AI agents such as Claude, Claude Code, Cursor, or similar
- Structured, curious approach to problem solving
- Basic scripting skills in Python or Bash
- Familiarity with AWS, Azure, or GCP
- Familiarity with basic web and networking concepts
- Strong ownership and follow-through
- Excellent written and spoken English
- Previous experience supporting enterprise B2B SaaS customers
- Experience with Zendesk, Intercom, Linear, or Jira
- Familiarity with Kubernetes, Docker, Grafana, or Datadog
- Interest in LLMs and conversational AI products
- Italian language skills
Benefits
Comp & perks- Competitive salary, depending on experience
- Meaningful stock options in a fast-scaling company
- High-impact work in small, fast-moving teams
- High degree of ownership and autonomy
- Clear paths to grow into engineering, solutions, or customer-facing leadership roles
- Opportunity to learn the product and its architecture end to end
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportSQL QueryingLog AnalysisProblem SolvingScripting (Python, Bash)API NavigationDocumentation WritingTicket Pattern IdentificationEnterprise SaaS SupportCustomer Communication
Soft Skills
Strong OwnershipFollow-ThroughCuriosityClear CommunicationCustomer-Facing Skills
Tools & Technologies
ZendeskIntercomLinearJiraKubernetesDockerGrafanaDatadog
Industry Keywords
B2B SaaSTechnical Support EngineeringAI ProductsConversational AIWeb and Networking Concepts