About the role
Responsibilities:
- Investigate, troubleshoot, and resolve customer-reported technical issues.
- Diagnose and resolve API-related issues, including authentication, integration, and performance problems.
- Analyze API request/response logs and work closely with Engineering teams to identify root causes.
- Write and maintain scripts (Python, Shell, JavaScript, etc. ) for automation, troubleshooting, and operational tasks.
- Use SQL queries to analyze data, investigate issues, validate data integrity, and support production environments.
- Monitor application health, logs, and system performance to proactively identify issues.
- Collaborate with Product, Engineering, and Customer Success teams to drive issue resolution.
- Document troubleshooting procedures, known issues, and resolutions in the knowledge base.
- Manage support tickets and ensure timely resolution within defined SLAs.
- Participate in incident management and post-incident analysis activities.
Requirements:
- 1-7 years of experience in Technical Support, Application Support, Production Support, or a similar role.
- Strong experience troubleshooting REST APIs and web-based applications.
- Hands-on experience debugging API integrations and analyzing request/response logs.
- Proficiency in SQL, including joins, aggregations, filtering, and data validation.
- Experience writing scripts using Python, Shell, JavaScript, or another programming language.
- Familiarity with API testing tools such as Postman or Swagger.
- Understanding of HTTP, JSON, authentication mechanisms (OAuth, API Keys, JWT), and web technologies.