Technical support representative

About the role
You'll be the first line of defense for technical issues and the bridge between our customers and our development team. You own the support queue end-to-end — triaging, investigating, and resolving what you can, and escalating the rest to developers with enough context that they can fix it fast.
When an issue needs a code-level fix, you'll dig in alongside an engineer, often implementing and testing the fix under their guidance. The goal: free up developer time by making sure only genuine, well-documented bugs ever reach them.
Key responsibilities
Own the support/ticketing queue as the first point of contact for technical queries
Triage and prioritize incoming tickets by severity, impact, and urgency
Reproduce reported bugs and document clear, step-by-step reproduction notes
Resolve common and known issues independently using docs, runbooks, and logs
Escalate true bugs to developers with full context — logs, environment, steps, screenshots
Pair...