Technical Support Engineer

Mend.io is a company providing SaaS or software products, requiring technical support provided in a product-facing role distinct from IT help desk or desktop support.

• At least 4 years of experience in application support for SaaS or software products with hands-on debugging (logs, configuration, APIs, integrations).
• Experience working on command line using PowerShell or Bash.
• Practical experience diagnosing REST API issues using tools like curl or Postman, including analyzing status codes, headers, and payloads.
• Knowledge of programming environments, containerization with Docker, and DevOps tools like Maven, Jenkins, and CI/CD servers is a big advantage.
• Excellent analytic and problem-solving skills with strong customer commitment.
• Excellent written and verbal communication and interpersonal skills.
• Proven experience working with technical challenges in a dynamic environment.

Nice to have:

• Graduate degree.

Technical Support:

• Debug and analyse application-level issues in SaaS products including log analysis, configuration review, API calls, and third-party integrations to isolate root cause before escalation.
• Provide initial analysis and meaningful first responses within SLA via support ticketing system.
• Reproduce customer-reported issues in customer's environment including product integrations.
• Gather all technical details needed for further investigation if a solution is not immediately available.

Customer Interaction:

• Respond to customer inquiries timely and professionally.
• Guide users through step-by-step solutions.
• Conduct screen-sharing sessions when required.
• Gather information and escalate unresolved issues to higher-level support or specialized teams.

Documentation:

• Document support requests, resolutions, and customer interactions in the ticketing system.
• Create and update knowledge base articles and support documentation.

Collaboration:

• Collaborate with teams to identify recurring issues and suggest improvements.
• Assist with user training on new software or tools as needed.

Continuous Learning:

• Gain knowledge of all company products and services.
• Participate in training and development opportunities.

This role is based in Poland and requires availability during U.S. Eastern Time working hours from 8:00 AM to 4:00 PM ET, approximately 2:00 PM to 10:00 PM local Poland time.