Technical Support Engineer

Windward · Washington dc baltimore area, United States

About the Role

We 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 teams
• Monitor and maintain SLA commitments for enterprise customers
• Analyze customer environments, product behavior, APIs, and data flows to identify issues
• Contribute to process improvements and operational excellence initiatives
• Support customer onboarding, training sessions, and project-related activities when needed

Requirements:

• 3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies
• Experience working cross-functionally with Product and R&D teams
• Comfort handling compliance or regulatory-sensitive customer communications
• Hands-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-end
• Experience working with: REST APIs, GraphQL, SQL, MongoDB.
• Basic Python proficiency — comfortable running and reading Python scripts.
• Strong critical thinking and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Excellent communication and stakeholder management skills

Preferred Qualifications

• Experience supporting enterprise or governmental customers
• Experience in data-driven or intelligence platforms
• Knowledge of SaaS infrastructure, integrations, and cloud environments
• Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.

Location: Washington DC — 3 Days at the office is a must!