Technical Support Engineer

Crogl, Inc.

. Own the customer support experience across ticketing, email, and shared Slack channels — triage, reproduce, and drive issues to resolution .

Posted 5/7/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudDistributed SystemsGoPythonTypeScript

About the role

Key responsibilities & impact

Own the customer support experience across ticketing, email, and shared Slack channels — triage, reproduce, and drive issues to resolution
Engage actively in the Crogl practitioner community (forums, shared channels, user groups) to answer questions, surface patterns, and build relationships with users beyond your assigned accounts
Diagnose technical issues across Crogl deployments in hybrid/on-prem and cloud environments, partnering with Engineering on root cause and fix delivery
Build and maintain the Crogl knowledge base — runbooks, troubleshooting guides, FAQs — so each ticket teaches the next customer
Act as the voice of the customer by aggregating support trends and feeding them to Product and Engineering to drive product improvements

Requirements

What you’ll need

3-5 years of experience in technical support, customer engineering, or a similar customer-facing technical role
A track record of resolving complex technical issues across distributed systems, with strong debugging and log-analysis instincts
Familiarity with the concepts of API and data integration, this may also be a familiarity or understanding of coding languages (TypeScript, Go, Python, etc..)
Familiarity with applications deployed into secure customer networks composed of cloud and data center infrastructure
An effective communicator who can translate highly complex technical concepts to both technical and non-technical audiences with empathy and depth
Comfortable working asynchronously in public community channels and contributing to a knowledge base that customers and teammates rely on
Contribute to the internal knowledge base, best practices, and sharing insights gained from customer engagements to grow the Customer Success function from scratch
Proven experience supporting security products, or non-SaaS applications within enterprise networks and infrastructure
Hands-on experience with AI systems, machine learning models, and agentic frameworks
Experience building or moderating a technical user community (Slack, Discord, forums, user group)
A track record of thriving in fast-paced, agile environments with continuous integration and deployment.

Benefits

Comp & perks

Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportdebugginglog analysisAPIdata integrationTypeScriptGoPythonAI systemsmachine learning

Soft Skills

effective communicationempathyrelationship buildingasynchronous collaborationknowledge sharingcustomer advocacyproblem-solvingadaptabilitycommunity engagementinsight sharing