About this role

Owning the first line of customer experience, the full-time remote Technical Support Engineer will manage incoming tickets, triage issues, and collaborate with engineering to ensure high-quality support and documentation. Key responsibilities Own incoming tickets in Pylon, resolving directly and triaging others as per workflows Collect and document necessary technical details for engineering handoff on bugs Recognize patterns in customer requests to provide contextual feedback to the Product team Required qualifications 5+ years of experience in technical or customer support, handling real product issues Familiarity with ticketing platforms like Pylon Proactive troubleshooting mindset with a focus on understanding root causes Experience in gathering technical details such as logs and reproduction steps Demonstrated ability to write and maintain technical documentation and help content

Source listing: virtualvocations_main