fal

Technical Support Engineer

fal

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

Cloud

About the role

  • Resolve technical issues and provide advanced support directly to customers, including support for fal’s platform (APIs, UI issues, and troubleshooting errors).
  • Support users across multiple products via email, chat, and Slack.
  • Troubleshoot integration issues, including authentication problems (OAuth, API keys), HTTP errors, malformed requests, rate limits, and API misconfigurations.
  • Analyze API logs, error messages, and request/response payloads to identify root causes.
  • Manage support tickets by responding within SLA timeframes, escalating complex issues appropriately, and maintaining detailed case records.
  • Reproduce, escalate, and document bugs or edge cases in collaboration with engineering.
  • Provide structured feedback to engineering teams regarding platform reliability, performance bottlenecks, and customer-reported issues, serving as an internal advocate for customer pain points and product improvement.
  • Assist with testing and validation of new features, releases, and infrastructure changes before production deployment.
  • Write and maintain technical content, including use case guides, how-to examples, FAQs, solutions for common errors, and documentation of issues and resolutions for the knowledge base.
  • Improve developer documentation to make integration as self-serve as possible.

Requirements

  • Strong analytical thinking, technical problem-solving skills, and a systematic approach to troubleshooting technical issues across web platforms, cloud environments, and enterprise software.
  • Experience supporting and troubleshooting REST APIs and backend services, including working directly with REST APIs and authentication flows (OAuth2, API keys).
  • Experience using monitoring, logging, and observability tools to support production systems.
  • Familiarity with AI platforms, machine learning systems, or data-intensive applications.
  • Excellent written and verbal communication and interpersonal skills, with the ability to clearly and empathetically explain complex technical concepts to both technical and non-technical stakeholders/users in English.
  • Experience providing technical support with a customer-first mindset, demonstrating patience, empathy, and a focus on user success.
  • Strong technical writing abilities with experience creating and maintaining user guides, FAQs, and troubleshooting documentation.
  • Demonstrated ability to prioritize effectively, respond quickly to critical issues with a sense of urgency, and maintain composure under pressure.
  • Ability to work independently and collaboratively, handling multiple concurrent support cases while maintaining quality and meeting response time commitments.
  • Self-starter who can identify process improvements and proactively address recurring issues (Initiative).
  • Familiarity with tools such as Slack, Linear, Notion, and GitHub.
  • Familiarity with authentication protocols like REST APIs, OAuth2, JWT, and API key auth.
Benefits
  • Interesting and challenging work
  • Competitive salary and equity
  • A lot of learning and growth opportunities
  • Regular team events and offsites
Applicant Tracking System Keywords

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

Hard Skills & Tools
REST APIsOAuth2API keystechnical problem-solvingtroubleshootingmonitoring toolslogging toolsobservability toolstechnical writingdata-intensive applications
Soft Skills
analytical thinkingcommunication skillsinterpersonal skillscustomer-first mindsetpatienceempathyprioritizationcomposure under pressureinitiativecollaboration