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Open nowFirst seen 2 days ago

Technical Support Engineer

windward/31.00215 open roles

Where
Washington DC area
Work mode
Hybrid
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Your applicationOpen nowTechnical Support Engineerwindward/31.002 · Washington DC area

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11.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
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  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: first seen 2 days ago

The posting

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

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