Product Support Engineer
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Job Description
Product Support Engineer addressing technical escalations and investigations in API security. Joining a team that collaborates across various systems and teams for problem resolution.
Responsibilities:
- Owning complex technical escalations end-to-end, coordinating investigations and resolution across multiple teams and system layers
- Performing deep technical investigations involving SaaS application behavior, APIs, integrations, SQL databases, and containerized/cloud-native environments
- Working through ambiguous, previously undocumented, or pre-runbook issues while contributing improvements back into operational knowledge and troubleshooting documentation
- Collaborating effectively with Engineering, Infrastructure, Customer Success, and other teams during high-impact investigations
- Writing high-quality bug reports, technical documentation, escalation summaries, and improving internal tooling and troubleshooting workflows
- Participating in on-call rotations, including occasional nights, weekends, and select holidays as needed
Requirements:
- Have a Bachelor's Degree in Computer Science/Engineering or High School Diploma in a related subject
- Have significant Tier 3 or senior technical support experience with complex B2B SaaS and cloud-native environments
- Demonstrate the ability to independently investigate and resolve complex technical escalations involving applications, infrastructure, APIs, and data layers
- Show expertise resolving issues in SaaS applications, APIs, integrations, SQL, Linux systems, containerized environments, Kubernetes, and related technologies.
- Demonstrate advanced SQL expertise, including reading and validating relational data, joins, filtering, query troubleshooting, and operating securely in production-adjacent databases.
- Show capability to explore problems outside documented procedures, create innovative solutions, and share operational insights with the team.
- Communicate clearly and effectively across technical and non-technical audiences while balancing customer impact, technical accuracy, and escalation quality.
Benefits:
- We support your health, well-being, finances, and life beyond work.
- FlexBase adapts to your job's needs
- It's not about telling employees where to work; it's about supporting employees to do their best work.
- We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.
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