Product Support Engineer

Investigate and resolve product support issues while preventing recurrence through tooling and documentation.

• •The Product Support Engineer owns queue health and deep diagnostics, resolving Tier 2 issues and preventing recurrence through tooling, KB content, and engineering handoffs.
• •Key Responsibilities Maintain SLA, CSAT, and ticket hygiene across support queue.
• •Diagnose issues using logs, queries, and reproductions; resolve most Tier 2 escalations.
• •Create high-quality engineering escalations and documentation.
• •Eliminate recurring issues via KBs, macros, and product fixes; improve diagnostic tooling.
• •Requirements 1-2 years in technical/solutions/support engineering at a B2B SaaS company.
• •Bachelor's in Computer Science or related field.
• •Experience with logs, basic SQL/query tooling, and browser devtools.
• •Scripting ability (Python, Bash) to automate tasks.
• •Strong written communication and AI fluency.