Enterprise Support Engineer – West Coast

• Own technical resolution for inbound enterprise inquiries and incidents




• Perform code-level debugging and determine when to escape to core Engineering




• Analyze logs, stack traces, and API usage patterns to identify the source of errors




• Create minimal reproduction scripts using TypeScript, Python, or curl




• Assess technical severity and business impact to prioritize high-stakes issues




• Provide technical data for Quarterly Business Reviews, including latency analysis, token usage optimization, and error rate reporting




• Communicate clear updates during service disruptions to executive and developer stakeholders




• Convert investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools




• Channel recurring customer friction points and feature requests to Product and Engineering teams




• Act as the technical anchor and voice of enterprise customers

Requirements

• 3-5+ years of experience in an external-facing support role within a B2B SaaS or API-first environment




• Deep familiarity with RESTful APIs, HTTP status codes, Server-Sent Event streaming, OAuth, Bearer tokens, Postman, or cURL




• Ability to read, interpret, and debug code in at least one common programming language, such as Python, TypeScript/Node.js, Go, or Java




• Experience querying logging and monitoring platforms such as Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging




• Basic proficiency with SQL or similar query languages




• Ability to support West Coast business hours and customers




• Familiarity with Large Language Model mechanics and model providers is a bonus




• Previous experience supporting high-throughput, low-latency systems is a bonus




• Familiarity with Zendesk or similar tools and Slack is a bonus

Core Competencies

Demonstrates expertise in technical resolution for enterprise inquiries, with strong capabilities in debugging, API analysis, and customer communication. Proficient in creating documentation and troubleshooting tools while effectively prioritizing high-stakes issues.

Highest-signal resume keywords

• Technical Resolution Ownership




• Code-Level Debugging




• RESTful API Familiarity




• Experience with Logging Platforms




• Customer Communication

ATS Optimization Keywords

Hard Skills

• TypeScript




• Python




• SQL




• RESTful APIs




• HTTP Status Codes




• Server-Sent Events




• OAuth




• Bearer Tokens




• Postman




• CURL

Soft Skills

• Clear Communication




• Problem-Solving

Industry Keywords

• B2B SaaS




• API-First Environment




• High-Throughput Systems




• Low-Latency Systems

Tools & Technologies

• Datadog




• Grafana




• Cloudflare Logs




• GCP Cloud Logging




• Zendesk




• Slack