Technical Support Engineer

WindwardWashington, MN

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

Hybrid remote

Job Description

About the Role

We are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States.

In this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution.

You will work closely with customers, Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the overall customer support experience.

Responsibilities

Handle customer tickets at all complexity levels - from routine data inquiries to complex compliance and technical investigations - with full ownership from first response to closure.
Collaborate closely with R&D, Product Management, Customer Success, and Operations teams
Monitor and maintain SLA commitments for enterprise customers
Analyze customer environments, product behavior, APIs, and data flows to identify issues
Contribute to process improvements and operational excellence initiatives

Requirements

3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies
Experience working cross-functionally with Product and R&D teams
Comfort handling compliance or regulatory-sensitive customer communications
Hands-on experience with customer support and ticketing platforms such as: Salesforce, Freshdesk, Jira.
Strong troubleshooting and analytical skills with experience investigating technical issues end-to-end
Experience working with: REST APIs, GraphQL, SQL, MongoDB.
Basic Python proficiency - comfortable running and reading Python scripts.
Strong critical thinking and problem-solving abilities
Ability to manage multiple priorities in a fast-paced environment
Excellent communication and stakeholder management skills

Preferred Qualifications

Experience supporting enterprise or governmental customers
Experience in data-driven or intelligence platforms
Knowledge of SaaS infrastructure, integrations, and cloud environments
Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms.

Location: Washington DC - hybrid

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FAQs About Technical Support Engineer Jobs at Windward

What is the work location for this position at Windward?

This job at Windward is located in Washington, MN, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Windward?

Employer has not shared pay details for this role.

What employment applies to this position at Windward?

Windward lists this role as a Full-time position.

What experience level is required for this role at Windward?

Windward is looking for a candidate with "Senior-level" experience level.

What is the process to apply for this position at Windward?

You can apply for this role at Windward either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.