Technical Support Engineer

Role Overview

Are you a natural problem-solver who loves digging into complex systems? We are looking for a Technical Support Engineer to be the backbone of our support operations. You won’t just be answering tickets; you will be the technical bridge between our users and our engineering team, owning escalated issues for our connected platform of mobile apps, battery-swapping stations, and IoT devices. If you are passionate about debugging, documentation, and helping a product scale, we want you on our team.

What You’ll Own

• Deep-Dive Troubleshooting: You’ll be the go-to person for L2 technical issues, diagnosing problems across our full ecosystem—from mobile apps to hardware-level faults.
• Product Influence: You won’t just fix bugs; you’ll analyze them. You’ll feed recurring pain points back to our product and engineering teams, directly influencing the roadmap and building permanent solutions.
• Scale the Knowledge: You’ll build and maintain our internal knowledge base and runbooks, turning your hard-won insights into resources that help the entire company move faster.
• Incident Ownership: You will be a key player during major P1/P2 events, ensuring our customers stay informed and our services remain resilient.

Why You’re a Great Fit

• Troubleshooter at Heart: You have 3+ years of experience in technical support, ideally in a software or platform company, and you thrive when faced with a difficult bug.
• Tech-Fluent: You are comfortable working with logs and monitoring tools (e.g., Grafana, Kibana). Basic SQL or scripting skills are a huge plus—you like to know why something happened, not just that it happened.
• Clear Communicator: You can break down complex technical issues for engineering and simplify them for non-technical stakeholders.
• A "Plus" to Have: Familiarity with IoT, mobile apps, or fintech/wallet systems is highly valued.