[Hiring] Software Support Engineer @Scaleflex

Role Description

We are seeking a hands-on Software Support Engineer who can independently troubleshoot complex customer issues, communicate clearly, and contribute to reliable, scalable technical support.

• 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 including authentication, HTTP status codes, JSON payloads, and rate limits.
• Monitor application and infrastructure health, assess incidents, and escalate customer-impacting issues promptly.
• Reproduce bugs, document evidence and steps to reproduce, 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 clear handovers across time zones.
• Identify recurring patterns and propose improvements to support processes, automation, and product reliability.

Qualifications

• You are a customer-centric problem solver who enjoys understanding software deeply, taking ownership, and making technical topics accessible.
• You work autonomously in a remote, international team, prioritize effectively, and know when to escalate.

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 (e.g., Zendesk, 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.
• A Computer Science degree or equivalent practical experience is welcome. Experience with PostgreSQL, ClickHouse, cloud monitoring, and technical documentation is advantageous.

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 and opportunities to attend company off-sites.