[Hiring] Technical Support Engineer @Cimpress/Vista

Role Description

The Fulfillment Support Group is a Tier 2 Technical Support team providing specialized support to Fulfillers across MIS and Logistics products. The team resolves complex technical issues, manages escalations and ensures stable, efficient fulfillment operations through proactive support and technical expertise. It also supports and helps customers with product setup, configuration and enablement. Overall, the team plays a key role in maintaining operational continuity and enabling successful adoption of Fulfillment products.

We are seeking a customer-focused Technical Support Engineer to join our Fulfillment (MIS) Support team. In this role, you will provide Level 2 technical support for enterprise manufacturing applications, serving as the primary escalation point for Customers, Tier 1 Support and assisting Incident Management during production issues.

What You Will Do

• Provide Level 2 technical support by resolving escalated issues from Customer and Tier 1 support.
• Troubleshoot application, configuration, API and data-related issues.
• Analyze application logs, stack traces, monitoring alerts and system metrics.
• Escalate software defects to Engineering with detailed technical analysis.
• Support customer configuration requests and application functionality.
• Monitor production environments and respond to alerts.
• Participate in incident response and recovery activities.
• Support on-call production activities.
• Work closely with Engineering, Product, DevOps and Operations teams.
• Contribute to troubleshooting documentation, runbooks and knowledge articles.
• Share technical knowledge with Tier 1 Support.
• Identify recurring issues and suggest process improvements.
• Participate in automation initiatives.
• Contribute to post-incident reviews.

Qualifications

• Strong understanding of application support methodologies and incident management.
• Experience troubleshooting production applications and distributed systems.
• Ability to analyze application logs, error messages and stack traces to identify root causes.
• Knowledge about REST APIs, including querying, testing and troubleshooting API endpoints.
• Understanding of JSON request and response payloads.
• Knowledge of SQL for querying databases and troubleshooting data-related issues.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or related field.
• 2–5 years of Application Support or Technical Support experience.
• Working knowledge of AWS cloud services and cloud-native applications.
• Experience supporting RESTful JSON-based web services.
• Familiarity with Zendesk for ticket management.
• Experience using Confluence for technical documentation.
• Experience with Slack or similar collaboration platforms.
• Experience with Confluence, New Relic, Postman tools.

Benefits

• Encouragement for engineers to think like owners.
• Teams define their own roadmaps and choose suitable programming languages and technologies.
• Remote-First operating model and culture.
• Collaboration spaces for team members to work physically together.