Technical Support Engineer

About the role

Windward is seeking a technically strong, customer-obsessed Technical Support Engineer to join its Business Unit in the United States. This position supports a broad mix of B2B and B2G clients across insurance, commercial, government, and supply chain industries. You will be the main technical contact for customers, helping ensure a high-quality support experience, meeting service-level commitments, and driving difficult technical cases through to resolution.

The role involves partnering with customers as well as internal teams across Product, R&D, and Customer Success to diagnose issues, propose practical fixes, and continuously improve support operations.

Responsibilities

• Take full ownership of support requests at every level of complexity, ranging from straightforward data questions to detailed compliance-related and technical investigations, from the initial reply through final resolution.
• Work in close coordination with R&D, Product Management, Customer Success, and Operations to move issues forward efficiently.
• Track and uphold SLA commitments for enterprise accounts.
• Inspect customer setups, product behavior, APIs, and data movement to pinpoint root causes.
• Help drive process enhancements and broader operational improvement efforts.
• Assist with customer onboarding, training, and other project-based support tasks as needed.

Requirements

• At least 3 years of experience in technical support, customer support engineering, or a comparable SaaS support role.
• Proven experience collaborating across Product and R&D functions.
• Comfortable handling customer communication involving compliance or regulatory sensitivity.
• Practical experience using support and ticketing tools such as Salesforce, Freshdesk, and Jira.
• Strong diagnostic and analytical ability, with a track record of resolving technical problems end to end.
• Hands-on familiarity with REST APIs, GraphQL, SQL, and MongoDB.
• Working knowledge of Python, including the ability to run and understand scripts.
• Strong problem-solving and critical-thinking capabilities.
• Able to juggle multiple priorities in a fast-moving environment.
• Excellent communication skills and strong stakeholder management ability.
• Preferred background includes enterprise or government customer support, data or intelligence platforms, SaaS infrastructure, integrations, cloud environments, or maritime intelligence experience such as vessel tracking, AIS data, or related platforms.

Location

Washington DC area; the role is hybrid.

Additional information

This is a full-time position. No salary, stipend, number of openings, or start date were specified in the source information.