- Serve as tier 1 technical support, resolving requests directly and flagging issues requiring deeper expertise
- Investigate and reproduce reported bugs, then upscale to Engineering with clear reproduction steps and context
- Facilitate communication between Engineering and customers and close the loop when fixes or workarounds ship
- Partner with Customer Success on successful technical customer implementation
- Maintain and update public documentation
- Identify recurring support-ticket patterns to improve processes and documentation, enable customer self-service, and reduce resolution time and SLAs
- Contribute to AI-first workflows, shared tools, prompts, and processes
- Partner with Product and Engineering to surface customer blockers and inform upcoming features
- Ramp on the product and support workflows and independently handle support requests
- Own front-line technical support end-to-end
- Support documentation improvements and review existing pages
- Reduce escalations to Engineering by closing documentation, tooling, and support-level fix gaps
Requirements
- Strong technical background from an engineering, technical support, or implementation role
- Familiarity with at least one programming language, ideally Ruby on Rails, with the ability to write scripts to diagnose issues
- Ability to reproduce an issue, gather technical context from a non-technical customer, and dig through logs to paint a complete picture for Engineering
- Strong written communication skills and comfort working directly with customers via email or Zoom
- Ability to translate technical issues into clear guidance for customers and engineers
- Ability to multitask and shift between competing high-priority issues
- Comfort operating in ambiguity, asking good questions, and experimenting with new approaches
- AI-first mindset; daily use of tools like Claude and Claude Code
- Habit of flagging process or tooling improvements
- Bonus: Experience with REST APIs and authentication protocols such as SAML and SSO
- Bonus: Experience with logging and observability tools such as Datadog or Sentry
- Bonus: Familiarity with AWS or cloud infrastructure basics
- Bonus: Familiarity with SQL and analytics
Core Competencies
Demonstrates strong technical support capabilities with a focus on troubleshooting, customer communication, and process improvement. Proficient in programming, documentation, and collaboration with engineering teams to enhance customer experience and resolve technical issues.
Highest-signal resume keywords
- Technical Support
- Ruby On Rails
- Written Communication
- REST APIs
- AWS
Hard Skills
- Programming Language
- Ruby On Rails
- Scripting
- REST APIs
- SQL
- Logging Tools
- Observability Tools
Soft Skills
- Customer Communication
- Multitasking
- Problem-Solving
- Adaptability
Industry Keywords
- Technical Support
- Customer Success
- Documentation
- AI-First Workflows
- Cloud Infrastructure
Tools & Technologies
- Claude
- Claude Code
- Datadog
- Sentry
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Technical Success Engineer Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
