Technical Support Engineer (AI, RPA, JS/TS)

About the role

We are looking for a Technical Support Engineer who will blend product support with hands‑on software development. In this hybrid role you will spend most of your time writing code to fix bugs and ship new features, while also handling customer tickets, reproducing issues and turning recurring problems into permanent product improvements. The team works AI‑first, using tools such as Claude Code to accelerate development.

Key responsibilities

• Handle L1/L2 customer tickets via email and Zoom, troubleshoot installations, permissions, performance and log‑related issues.
• Escalate complex cases to Product/R&D and manage the escalation process.
• Document public responses, known issues and work‑arounds.
• Analyze support workflows and propose automation or process improvements.
• Own L3 engineering‑level defect resolution: root‑cause, fix and ship code.
• Reproduce bugs, convert recurring support problems into permanent fixes, and contribute to feature development.
• Assist with customer implementation and delivery tasks when required.
• Participate in code reviews and maintain technical documentation.
• Act as a bridge between customers and the engineering team, surfacing product improvements.

Required profile

• 2+ years of support or customer‑facing experience.
• 2‑3 years of commercial software development using JavaScript/TypeScript.
• Strong debugging and troubleshooting skills, including log and stack‑trace analysis.
• Working knowledge of APIs, basic SQL, HTML and system‑administration fundamentals.
• Daily use of AI coding assistants (e.g., Claude Code) for development and troubleshooting.
• Fluent English (C1‑C2 level), written and spoken.

Required skills

• JavaScript
• TypeScript
• API integration
• SQL (basic)
• HTML
• System administration basics
• AI coding assistants (Claude Code)