Technical Support Engineer

Role overview

This role is built for a technical support professional who enjoys working through the hardest, least clear-cut cases. You’ll be expected to investigate misconfigurations, conflicting evidence, broken system behavior, customer frustration, and even incorrect AI-generated guidance to determine the real source of a problem.

The support model here is different from a classic queue-based help desk. Routine questions are increasingly handled by AI and first-line workflows, leaving people to focus on the issues that genuinely need expert judgment. In this role, AI is a tool you supervise, challenge, and verify—not a substitute for your own analysis.

Success means reproducing issues before offering a fix, reviewing logs and artifacts, checking API behavior, reading JSON payloads, and distinguishing between errors such as 401, 404, and 429. It also means writing customer updates that are calm, precise, and helpful enough to reduce tension while you keep ownership of the case until it is resolved or escalated with strong diagnostic context.

What you will do

• Handle complex customer issues by combining deep troubleshooting with AI assistance that you actively validate against real documentation and system evidence.
• Investigate problems across tickets, internal conversations, knowledge resources, logs, settings, and other relevant artifacts before deciding on the next step.
• Recreate failures and analyze technical signals such as API responses, request payloads, and logs to identify the underlying cause.
• Communicate with customers clearly and professionally so they understand the issue, the investigation path, and the expected next steps.
• Maintain ownership of difficult cases until they are solved or passed on with clear reasoning and actionable context for the next person or workflow.

What this role is not

• A slow onboarding experience; you are expected to become productive with multiple products within the first month.
• A heavily dependent role where someone else removes your blockers for you.
• A position for someone who can only work deeply with one product or one narrow technology stack.
• A job focused on copying AI responses or making unsupported guesses.

About the company

The business is centered on building and supporting software products through a platform used by hundreds of software companies. The broader organization emphasizes hiring strong talent, developing new technology, and building new businesses. It also focuses on modern, customer-facing product design and cloud-based rearchitecture work.

Working arrangement

This is a full-time long-term contractor position. The assignment is available immediately and requires an independent contractor agreement through a contractor-of-record arrangement. The schedule is a 40-hour workweek during U.S. business hours in Eastern Time, which may mean overnight hours depending on your location.

Compensation

The pay rate is USD 30 per hour, which works out to USD 60,000 per year based on 40 hours per week and 50 weeks per year. Payment is made weekly.

Location and eligibility

Candidates must already be based in North America, Central America, South America, Australia, New Zealand, the United Kingdom, Ireland, or the Philippines. Relocation assistance is not offered.

Requirements

You should bring at least two years of hands-on experience in a technical role such as technical support, customer support engineering, software engineering, QA, or sysadmin/DevOps. The title itself does not need to be support-related.

You also need confidence working with REST APIs, JSON, HTTP status codes, command-line tools, and logs, along with practical experience using generative AI tools in day-to-day technical work. Strong written and spoken English is required.

Preferred experience

Helpful background includes supporting business or enterprise customers in software or B2B SaaS environments, using tools like Postman or curl for API troubleshooting, moving between multiple products or technology stacks, and being able to read code or trace an API call when the issue demands it.

Additional information

Job code: LJ-3330-IE-Dublin-TechnicalSuppo.069