Eshipz.com - Technical Support Engineer/Integration Consultant
5 days ago
Description :Role Summary :The Technical Support Engineer / Integration Consultant will act as a critical technical liaison, managing high-priority customer issues and providing advanced support for our core product and its associated API integration points.This role demands a strong foundation in backend technology, particularly Python for scripting and automation, and hands-on experience troubleshooting API communication issues (e.g., authentication, payload validation, latency).Key Responsibilities :Advanced Troubleshooting & Incident Resolution :- L2/L3 Support : Own and resolve escalated technical issues related to application functionality, data processing, and platform integrations, providing timely and professional communication to external clients.- API Diagnostics : Use command-line tools (cURL, Postman) and Python scripts to reproduce, analyze, and diagnose failures in customer-facing API integrations (REST/SOAP).- Log Analysis : Conduct deep-dive analysis of system logs, application traces, and monitoring data (e.g., Splunk, Datadog) to isolate root causes of application and infrastructure problems.- Database Querying : Write and execute complex SQL or NoSQL queries (e.g., MongoDB Aggregation Framework) to investigate data anomalies and restore data integrity.Python Scripting & Automation :- Tool Development : Develop and maintain internal tools and utility scripts (primarily using Python) to automate repetitive support tasks, streamline diagnostic steps, and generate custom reports.- Proactive Monitoring : Contribute to the development of custom monitors and alerts to detect emerging patterns of failure or performance degradation.- Reproducibility : Write minimum viable code (MVC) or scripts to reliably reproduce complex customer bugs before escalating to the Engineering team.Product & Collaboration :- Knowledge Transfer : Create detailed technical documentation, troubleshooting guides, and knowledge base articles for both internal teams and external customers.- Cross-Functional Feedback : Work closely with Product and Engineering teams, providing clear, concise, and technically sound bug reports and reproduction steps for product defects.- Service Improvement : Identify systemic issues and advocate for product or process changes that reduce support volume and improve overall reliability.Required Qualifications :- Experience : 3 to 5 years of experience in a Technical Support, Application Support, or Support Engineering role, preferably supporting a B2B SaaS or API-driven product.- Python Proficiency (Mandatory) : Demonstrated ability to write clean, reusable Python scripts for automation, data manipulation, and calling external APIs.- API Expertise : In-depth knowledge of RESTful API concepts, HTTP methods, status codes, authentication mechanisms (OAuth, API Keys), and troubleshooting tools (cURL, Postman).- Technical Stack : Strong understanding of at least one relational database (e.g., PostgreSQL) or NoSQL database (e.g., MongoDB) and ability to write complex queries.- Environment : Experience working in a Linux/Unix environment and familiarity with version control (Git).- Communication : Exceptional verbal and written communication skills, with proven ability to manage technical conversations with external developers and non-technical business users. (ref:hirist.tech)
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