Software Support Engineer – B2B SaaS, Technical Customer Support
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Job Description
Software Support Engineer resolving SaaS, API, and integration issues for Scaleflex, a global digital-content operations company. Supporting customers through tickets, live chat, diagnostics, and knowledge-base improvements.
Responsibilities:
- Own technical support tickets in Zendesk/Jira from investigation through resolution, providing timely, empathetic customer updates
- Troubleshoot SaaS application, configuration, integration, and performance issues using browser DevTools, logs, SQL queries, and diagnostic tools
- Investigate REST API issues involving authentication, HTTP status codes, JSON payloads, and rate limits
- Monitor application and infrastructure health, assess incidents, and promptly escalate customer-impacting issues
- Reproduce bugs, document evidence and reproduction steps, and partner with QA and Engineering on root cause analysis
- Handle live-chat technical questions from customers and prospects; route qualified commercial inquiries to Sales
- Create knowledge base articles and troubleshooting guides to reduce recurring issues and improve self-service
- Support Implementation teams with customer configurations and integrations; coordinate handovers across time zones
- Identify recurring patterns and propose improvements to support processes, automation, and product reliability
- Work a defined primary shift covering either US or Oceania business hours
- Provide occasional flexibility for EU-time-zone training, meetings, urgent escalations, and handovers
Requirements:
- Hands-on experience in Technical Support, Software Support Engineering, Application Support, or Developer Support for SaaS, cloud, or web products
- Strong analytical troubleshooting and root cause analysis skills, including customer-facing incident ownership
- Working knowledge of REST APIs, HTTP/HTTPS, JSON, authentication, and API troubleshooting
- Practical experience with browser DevTools, HTML, SQL, application logs, and ticketing/issue-tracking systems such as Zendesk or Jira
- Understanding of CDN, caching, or web performance concepts
- Basic coding or scripting ability to investigate integrations
- Hands-on experience using AI tools to speed up troubleshooting, research, and customer communication
- Clear written and verbal communication, customer empathy, and effective collaboration with QA and Engineering
- Reliability and autonomy in remote work, including availability for the agreed US or Oceania shift and occasional EU overlap
- Fluent professional English, written and spoken
- A Computer Science degree or equivalent practical experience is welcome
- Experience with PostgreSQL, ClickHouse, cloud monitoring, and technical documentation is advantageous
- French, German, or Spanish is a plus, not a requirement
Benefits:
- Fully remote work in an international B2B SaaS team, with ownership and direct cross-functional collaboration
- Exposure to APIs, cloud infrastructure, media delivery, and AI-powered products, with opportunities to learn and improve support practices
- A positive, multicultural environment that values initiative, teamwork, and practical problem-solving
- 20 days of paid time off annually
- Reimbursement of approved business travel expenses
- Opportunities to attend company off-sites
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