Technical Support Engineer

Smart Suite is a fast‑growing SaaS company that empowers teams around the world to streamline business processes, projects, and workflows on a no‑code platform. We are looking for a Technical Support Engineer to help our customers achieve success.

As a Technical Support Engineer you’ll apply critical thinking and deep product expertise to resolve complex technical issues and deliver exceptional customer experiences. You’ll develop a strong understanding of Smart Suite’s platform—mastering workflows, automations, integrations, formulas, APIs, and reporting tools—to diagnose and resolve advanced cases efficiently. In this role, you’ll gain exposure to modern cloud technologies, AI‑powered platform features, and evolving automation tools, giving you the opportunity to grow your skills in high‑impact areas.

• Troubleshoot and resolve complex technical issues for customers, including account configuration, provisioning, SSO, integrations, and APIs.
• Manage and document customer incidents and resolutions in the ticketing and knowledge base systems.
• Proactively identify and prevent recurring issues, helping improve stability and user experience.
• Communicate technical concepts clearly to both technical and non‑technical audiences.
• Collaborate with Tier 1, engineering, and product teams to share insights and resolve customer challenges efficiently.
• Escalate critical incidents in accordance with defined SLAs to ensure timely resolution.
• Advocate for customers internally, sharing insights that drive continuous product and process improvements, including AI‑enhanced support opportunities.
• Maintain and expand our internal and external knowledge base, documenting troubleshooting steps, fixes, and known issues.
• Contribute to service excellence metrics by ensuring consistent, proactive, and high‑quality customer interactions.
• Foster collaboration and mentorship across Tier 1 and Tier 2 support to elevate the overall team’s technical capability.

• 2+ years of experience in escalated technical support (Tier 2 or higher).
• 4+ years total experience in customer support or customer service.
• Strong background supporting SaaS or web‑based applications, with hands‑on experience troubleshooting APIs, integrations, and configuration issues.
• Experience with no‑code / low‑code platforms or workflow automation tools is highly valued.
• Excellent communication and collaboration skills—you’re comfortable interfacing with both engineers and end users.
• Ability to multitask and prioritize effectively in a fast‑paced environment.
• High attention to detail and ability to document complex solutions clearly.
• Demonstrated integrity, curiosity, and a desire to continuously improve—especially with emerging technologies like AI‑driven support tools.
• Comfortable working independently while staying aligned with team goals.
• Strong analytical mindset with familiarity in databases, data structures, and reporting tools.

• A collaborative, customer‑obsessed culture where every role contributes to our success.
• Opportunities to expand your technical expertise across cloud‑based tools, APIs, automation platforms, and AI‑enabled product features.
• Exposure to modern technologies that will continue to develop your in‑demand technical skills.
• Working closely with talented engineers and product experts who value problem‑solving and growth.
• The chance to help define what “world‑class support” means for a rapidly scaling SaaS organization.

Smart Suite brings together essential tools—databases, task management, automation, dashboards, collaboration—into a single, beautifully designed workspace. Whether you’re managing day‑to‑day operations or driving strategic initiatives, Smart Suite enables teams to work smarter, faster, and more collaboratively.

• Seniority level
  :
  Mid‑Senior level
• Employment type
  :
  Full‑time
• Job function
  :
  Information Technology
• Industries
  :
  Software Development