Technical Support Engineer
Own customer technical issues from first contact to resolution, use monitoring and support data to identify problems proactively, propose solutions, collaborate on incidents, automate recurring support work, and represent the customer perspective.
Responsibilities
- Own customers' technical issues from first contact to resolution
- Use product usage data, monitoring, logs, and recurring support patterns to identify issues proactively
- Reach out to customers about potential issues or integration improvements
- Propose practical solutions and best practices
- Help prospects and customers get the most value from Tatum's products
- Collaborate with Engineering and Infrastructure on incidents
- Prevent recurring issues through automation, documentation, tooling, configuration changes, and product improvements
- Represent the customer perspective and contribute to product and customer experience improvements
- Participate in the on-call rotation for critical incidents
Requirements
- At least two years of experience in technical support, solution engineering, QA, or a similar technical role
- Understanding of APIs, HTTP, JSON, authentication, and system integrations
- Ability to analyze requests, responses, logs, and error messages to identify root causes
- Ability to translate customer needs into practical technical solutions
- Ownership and prioritization based on urgency and customer impact
- Comfort communicating with customers and technical teams
- Proactive approach to identifying and preventing customer issues
- Basic scripting or automation skills
- Fluent English communication
- Curiosity and willingness to learn blockchain technologies
- Nice to have: cloud infrastructure, Linux, Docker, or TypeScript
- Nice to have: blockchain technology or public blockchain network experience
- Nice to have: WebSockets, gRPC, or similar real-time communication technologies