Technical Support Engineer

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7l1tp1

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in Italy.
As a Technical Support Engineer, you’ll help developers and enterprise customers successfully build and operate products on a rapidly evolving generative AI platform. You’ll troubleshoot complex API, authentication, integration, and platform issues while working closely with engineering and commercial teams. Your investigations will go beyond answering tickets, helping identify root causes and improve product reliability, documentation, and the overall customer experience. You’ll work across APIs, cloud environments, observability tools, and AI-powered systems in a technically demanding environment. The role combines hands‑on troubleshooting with technical writing, product feedback, testing, and continuous process improvement. It’s an opportunity to make a direct impact on customers while developing deep expertise in the infrastructure powering the next generation of AI products.
Accountabilities




- Provide advanced technical support to customers and internal teams across APIs, platform functionality, UI issues, integration challenges, and troubleshooting errors.
- Support users across multiple channels , including email, chat, and Slack, while maintaining a high standard of responsiveness and customer experience.
- Troubleshoot API and integration issues , including OAuth and API-key authentication, errors, malformed requests, rate limits, JWT authentication, and configuration problems.
- Investigate technical issues systematically by analyzing API logs, error messages, request and response payloads, monitoring data, and other observability signals to determine root causes.
- Manage support cases within defined SLAs , prioritizing urgent issues, maintaining detailed case records, and escalating complex or high-impact problems appropriately.
- Reproduce and document bugs and edge cases , working c

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7l1tp1