Technical Support Engineer
Windward · Washington DC, DC · hybrid
About the Role
We are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States.
In this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution.
You will work closely with customers, Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the overall customer support experience.
Responsibilities
- Handle customer tickets at all complexity levels — from routine data inquiries to complex compliance and technical investigations — with full ownership from first response to closure.
- Collaborate closely with R&D, Product Management, Customer Success, and Operations teams
- Monitor and maintain SLA commitments for enterprise customers
- Analyze customer environments, product behavior, APIs, and data flows to identify issues
- Contribute to process improvements and operational excellence initiatives
- Support customer onboarding, training sessions, and project-related activities when needed
Requirements- 3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies
- Experience working cross-functionally with Product and R&D teams
- Comfort handling compliance or regulatory-sensitive customer communications
- Hands-on experience with customer support and ticketing platforms such as: Salesforce, Freshdesk, Jira.
- Strong troubleshooting and analytical skills with experience investigating technical issues end-to-end
- Experience working with: REST APIs, GraphQL, SQL, MongoDB.
- Basic Python proficiency — comfortable running and reading Python scripts.
- Strong critical thinking and problem-solving abilities
- Ability to manage multiple priorities in a fast-paced environment
- Excellent communication and stakeholder management skills
Preferred Qualifications
- Experience supporting enterprise or governmental customers
- Experience in data-driven or intelligence platforms
- Knowledge of SaaS infrastructure, integrations, and cloud environments
- Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.
Location: Washington DC — hybrid