Technical Support Engineer (L1 Frontline Support)

Responsibilities

• This role sits squarely at L1: you’ll be the first point of contact for customer issues, responsible for understanding the problem, resolving common and well-documented cases, and escalating more complex issues to senior support or engineering with clear reproduction steps and context
• Act as the first point of contact for customer support inquiries, resolving common customer issues related to API usage, onboarding, authentication, integration, and billing
• Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs
• Identify recurring questions and contribute improvements to documentation, FAQs, and onboarding materials
• Write technical content on occasion, including tutorials, how-to guides, and blog posts that help developers get the most out of our APIs
• Help manage and grow our online developer communities (Slack, Reddit, etc.) by answering quest...