Technical Support Engineer

About the RoleWe are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States.In this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution.You will work closely with customers, Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the overall customer support experience.Responsibilities:Handle customer tickets at all complexity levels — from routine data inquiries to complex compliance and technical investigations — with full ownership from first response to closure.Collaborate closely with R&D, Product Management, Customer Success, and Operations teamsMonitor and maintain SLA commitments for enterprise customersAnalyze customer environments, product behavior, APIs, and data flows to identify issuesContribute to process improvements and operational excellence initiativesSupport customer onboarding, training sessions, and project-related activities when neededRequirements:3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companiesExperience working cross-functionally with Product and R&D teamsComfort handling compliance or regulatory-sensitive customer communicationsHands-on experience with customer support and ticketing platforms such as: Salesforce, Freshdesk, Jira.Strong troubleshooting and analytical skills with experience investigating technical issues end-to-endExperience working with: REST APIs, GraphQL, SQL, MongoDB.Basic Python proficiency — comfortable running and reading Python scripts.Strong critical thinking and problem-solving abilitiesAbility to manage multiple priorities in a fast-paced environmentExcellent communication and stakeholder management skillsPreferred QualificationsExperience supporting enterprise or governmental customersExperience in data-driven or intelligence platformsKnowledge of SaaS infrastructure, integrations, and cloud environmentsFamiliarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.Location: Washington DC — 3 Days at the office is a must!