Technical Support Engineer
Metaview
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Tech Stack
About the role
- Take end-to-end ownership of escalated technical issues, ensuring they’re investigated and resolved quickly.
- Use internal logs and tooling to diagnose issues, identify root causes, and clearly distinguish between configuration, customer-environment, and product problems.
- Design and maintain lightweight internal tools and workflows that make recurring investigations faster and more self-service for the CS team.
- Create and continuously improve internal documentation so that both humans and AI-powered tools can reliably surface the right answers.
- Partner with Account Managers on key enterprise accounts, joining calls when needed to guide customers through technical troubleshooting.
- Collaborate with Engineering to provide clear, well-scoped, and context-rich bug reports that accelerate prioritisation and fixes.
Requirements
- 1–3 years in a customer-facing technical support, solutions, or similar role at a B2B software company.
- Comfort digging into logs, systems, and documentation to get to root causes,
- Experience translating ambiguous customer issues into clear, structured problem statements and next steps.
- Demonstrated ability to collaborate closely with Customer Success, Sales and Engineering, providing crisp, context-rich escalations.
- SQL experience and basic coding proficiency; familiarity with low-code / internal tooling or a strong interest in building simple tools and automations to reduce manual work.
- Clear, concise written and verbal communication, especially when explaining complex issues to non-technical stakeholders.
- High ownership mindset: you’re hands-on, proactive, and motivated by improving the underlying system—not just closing tickets.
- Ability to work to PST hours. It's important you're available for our US customers but we don't require you to be based in our SF office.
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLcoding proficiencytechnical troubleshootingproblem statement translationbug reportinglow-code toolsautomationinternal toolingdiagnosing issuesroot cause analysis
Soft Skills
clear communicationconcise writingcollaborationownership mindsetproactivitycustomer-facing skillsproblem-solvingcontext-rich communicationtechnical explanationmotivation for improvement