Our client is seeking a talented and proactive Support Engineer to be the go-to technical expert for their business clients. This role goes beyond standard support — you’ll be solving complex, technical issues, using tools like Zendesk and internal diagnostics to troubleshoot, guide users, and collaborate with Product and Engineering teams to ensure customer success.
This is an ideal opportunity for someone who enjoys both problem-solving and interacting with users in a fast-paced SaaS environment.
What You’ll Do
* Respond to and resolve Tier 2/3 technical support requests from B2B customers via Zendesk, email, and occasional video calls.
* Diagnose issues related to app behaviour, integrations, APIs, and data inconsistencies.
* Investigate logs, performance data, and customer environments to isolate and solve problems.
* Collaborate with Engineering and QA teams on bugs, escalations, and release readiness.
* Maintain detailed ticket histories and resolution steps in Zendesk; evolve macros, tags, and views to improve efficiency.
* Write and update knowledge base articles to empower users with self-service solutions.
* Support integrations and configurations in partnership with the Customer Success and Onboarding teams.
* Proactively identify ways to improve the support experience — from documentation to tooling and internal processes.
* Participate in high-priority incident response when necessary.
What You Bring
Required:
* 2–4 years in a SaaS technical support or engineering support role, preferably B2B.
* Experience using Zendesk to manage support workflows and queues.
* Strong troubleshooting skills across web applications, REST APIs, authentication (e.g., SSO), and data structures (e.g., SQL, JSON).
* Excellent written and verbal communication — especially when explaining technical concepts to non-technical users.
* A collaborative approach with the ability to work effectively with Product and Engineering teams.
Bonus Points:
* Experience with martech platforms, content systems, or workflow automation tools.
* Basic scripting or SQL querying experience.
* Previous experience supporting enterprise clients or managing onboarding/integration projects.
Only successful candidates will be contacted.
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