The Technical Support Engineer will manage ticket triage, intake, and integration troubleshooting across various SaaS platforms. They will also maintain documentation, support AI-assisted workflows, and collaborate with engineering teams to resolve persistent issues.
What does a day in the life of a Technical Support Engineer look like?
Ticket Triage & Intake
Serve as the first point of contact for incoming Engineering & Integration requests, including Engineering Service Requests and integration tickets; review, categorize, and triage independently.
Confirm what a requester actually needs versus what they initially ask for, gathering the detail and required fields needed before a request is routed onward.
Route tickets to the correct owner and approval path, and escalate appropriately when a request is out of scope or higher-risk.
Prioritize a live queue against documented SLAs; identify and flag at-risk tickets early.
Integration Request Handling
Work integration tickets across the three request types: new integration requests, integration access changes, and integration break/fix.
Confirm scope with the customer (what they want to integrate or change about an existing integration, or what is broken) and capture the required intake information.
Follow the defined approval workflow, ensuring the necessary reviews are completed before any change proceeds.
Follow up with customers through the ticketing system, keeping them informed and closing the loop.
Integration Troubleshooting & Break/Fix
Troubleshoot integration issues across Salesforce, MuleSoft, many SaaS platforms, and custom integrations, reproducing problems and isolating root cause.
Own break/fix integration tickets end to end, from first report through resolution, coordinating with engineers where deeper investigation or a code change is required.
Document findings and resolutions as knowledge articles so recurring issues can be resolved faster and more consistently over time.
Problem Management & Continuous Improvement
Look across tickets for recurring problems and patterns rather than treating each in isolation, and surface the underlying causes.
Partner with engineers to drive persistent issues to a permanent upstream fix, reducing repeat tickets and overall queue volume over time.
Identify manual or repetitive steps that are good candidates for automation, and propose improvements to intake, triage, and support processes.
Knowledge, Documentation & Reporting
Own and curate the knowledge base, runbooks, and SOPs that both the team and our AI tooling rely on, keeping them accurate and current.
Produce clear, consistent documentation and notes in Jira and Confluence, and follow written instructions and SOPs accurately.
Build and run queries and reports using SQL and Snowflake databases (or similar) to support triage, reporting, and problem analysis.
AI Enablement & Support Automation
Help build, tune, and maintain the AI-assisted automation that supports intake and triage, including the knowledge and prompts it relies on.
Review the output of AI tooling, correct it where it is wrong, and handle the exceptions and edge cases it cannot resolve.
Use AI chat tools (Claude, ChatGPT, Copilot, and similar) as a routine part of triage, documentation, research, and communication, and bring practical ideas for extending them into the team.
Customer Communication & Stakeholder Management
Work with internal customers to understand what they actually need versus what they first ask for, clarifying and negotiating scope so requests are well-formed and realistic.
Communicate professionally through the ticketing system: acknowledge requests, ask the right clarifying questions, follow up, and confirm resolution.
Manage expectations across requesters and stakeholders, giving clear status and proactively flagging when documented SLAs are at risk.
Approach every interaction with a customer-service mindset.
Judgment & Collaboration
Work independently and take ownership of the queue, while knowing when to ask for help or escalate.
Stay effective when working with ambiguity or partial information, gathering what is missing rather than stalling.
Collaborate with engineers, analysts, and stakeholders across the team and adjacent functions.
What are the required qualifications for a Technical Support Engineer?
1- 2+ years experience in a technical support, service desk, operations, or coordination role, ideally including exposure to ticketing systems and cross-team troubleshooting.
Basic familiarity with integration and access concepts (e.g., OAuth, connected apps, permissions, least-privilege), or a clear willingness to learn them.
Prior experience in a help desk, service desk, or ticket-triage function.
Bachelor’s degree in Information Systems, Business, or a related field but equivalent experience considered in place of a degree.
Proficiency in Jira and Confluence.
Proficiency in Microsoft 365.
Familiarity with Salesforce (end user experience is acceptable)
Foundational troubleshooting ability across integrations (Salesforce, MuleSoft, many SaaS platforms, and custom integrations or any similar tool), or a demonstrated aptitude to learn them quickly.
Familiarity with SQL and Snowflake databases (or similar). Foundational exposure is sufficient at hire; you will use and deepen these skills in the role.
Demonstrated comfort using AI tools (Claude, ChatGPT, Copilot, or similar) in day-to-day work, and an interest in helping build and improve AI-assisted workflows.
Analytical mindset with the ability to spot recurring patterns and think about root cause, not just the ticket in front of you.
Strong attention to detail and a habit of clear, consistent documentation and note-taking.
Exposure to service management practices and SLA-driven support.
Ability to follow SOPs and instructions accurately.
Ability to review and triage tickets independently.
Ability to think independently and the judgment to know when to ask for help.
Comfort working with ambiguity and incomplete information.
Ability to communicate with customers through a ticketing system, follow up reliably, and meet documented SLAs.
Outstanding written communication skills and a customer-service orientation.
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The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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