Technical Support Engineer - Cloud Video & Media SaaS

About the role

A global SaaS company with about 230 employees, offering cloud-based solutions for video content creation, media management, collaboration and distribution, is looking for an experienced Technical Support Engineer to join its Customer Support team. The role suits a technically curious and proactive person who enjoys solving complex technical problems and working closely with Engineering and Product teams.

Key responsibilities

• Troubleshoot complex issues across APIs, SaaS platforms and customer integrations
• Investigate application, networking, cloud and infrastructure problems
• Debug application code and collaborate with Engineering to find root causes
• Diagnose connectivity and performance issues across distributed systems
• Work with cloud environments such as AWS, GCP or Azure
• Proactively identify technical risks and prevent customer roadblocks
• Improve support tools, processes and technical workflows
• Share technical knowledge and mentor other support engineers

Required profile

• 5+ years of experience in Technical Support
• Strong experience with SaaS platforms and API troubleshooting
• Solid networking fundamentals, including DNS, TCP/IP, firewalls and proxies
• Excellent communication and cross-functional collaboration skills

Required skills

• Application debugging experience
• Cloud infrastructure experience
• Nice to have: video or streaming technology, Docker, frontend debugging, CI/CD

What we offer

• Competitive benefits, including private health coverage
• Professional development and career growth opportunities
• Collaboration with international teams across multiple regions