Technical Support Engineer

Description

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