Technical Support Engineer

Working Hours: First 90 days 9:00 AM6:00 PM Barcelona time (UTC2 Central European Summer Time) thereafter flexible as agreed upon.

Employment Type: Full-time long-term and ongoing independent contractor agreement

We are an open-source feature flag and remote configuration platform that helps engineering teams safely control feature releases. Companies can enable or disable features for specific users environments or segments without redeploying code enabling faster safer rollouts A/B testing and gradual deployments in large-scale environments like fintech healthcare and enterprise SaaS.

Our 100% remote global team is deeply rooted in engineering and built for people who want to make a tangible impact rather than being a cog in a machine. Fueled by rapid growth and exceptional customer retention we are actively expanding our engineering team and looking for passionate technophiles to join our journey.

This is not an ordinary IT or customer support position. Because we build a highly technical developer tool used directly by engineering teams our support team needs to speak their language fluently. We are looking for an engineer-who-supports (a developer persona interested in customer-facing work) rather than a support professional who has learned a bit of tech.

While the core responsibility is customer support the day-to-day reality of this position is much closer to that of a Junior Software Engineer. You will put your computer science foundation to work from day one motivated by real problems and real customers. Expect to spend 4 to 6 hours a day on direct support leaving you the capacity to wear multiple hatswhether thats writing technical documentation creating video guides or taking on direct engineering tasks.

• End-to-End Resolution: Own the support process for non-enterprise customers from first response through to resolution.

• Technical Triage & Code Review: Assist the Customer Success team with initial triage and reproduction of technical issues. You will actively debug technical issues by reviewing customer code integrations and deployment environments.

• Performance & Metric Analysis: Review operational metrics system logs and performance data to diagnose bottlenecks or integration failures in modern application stacks.

• API Troubleshooting: Investigate API-related issues tracing what happens when calls are made and identifying where failures occur.

• Hands-on Assistance: Answer technical questions and provide direct guidance for new and prospective customers.

• Engineering Escalation: Escalate confirmed bugs directly to our engineering team with clear reproduction steps and impact context.

We need a builders mindset and a strong understanding of modern software engineering. To thrive here you must have:

• A strong technical grounding: A Computer Science/Software Engineering degree (Bachelors or Masters) or similar STEM qualification.

• Clear Motivation: A strong easily articulated reason for why you are interested in a support-leaning role rather than pure software engineering.

• Demonstrable builder experience: You have actually built things. Whether from university studies an internship or personal passion projects you have real code/projects (e.g. a GitHub portfolio) you can point to.

• Code literacy: You can look at code snippets across various languages confidently break them down and explain exactly what they do.

• Modern Systems & Cloud Thinking: You possess a solid mental model of network architecture and modern cloud ecosystems. You can clearly explain the basic client-server model how HTTP requests work and how applications operate within cloud environments.

• Core Technical Skills
  
  Comfort in the Terminal/CLI (Linux commands).

  • Version control mastery (Git).

  • Containerization & Cloud: Practical understanding of Docker and cloud infrastructure concepts (AWS GCP or Azure).

  • Observability: Familiarity with tracking operational metrics and using performance monitoring/logging tools.

  • General back-end/front-end knowledge and database understanding.

  • Scripting capabilities.

• Hands-on experience or the ability to read and understand .NET and/or Java.
• Problem Solving: Excellent troubleshooting skills with a demonstrated ability in root cause analysis.

• Communication: Strong written communication skills to effectively collaborate with engineers and clients.

• Professional experience in a technical support DevOps or software engineering role.

• Customer-facing experience (even informal such as tutoring or mentoring).

• Experience working with feature flagging technologies.

• A love of open-source technologies (contributions to multiple open-source projects are a massive plus).

This role is a growth opportunity not a pure support return for bringing your technical rigor to our frontlines you will work side-by-side with experienced engineers internally and at our customer organizations. Over time you will use your foundational knowledge to grow into tracks that suit you best including Software Engineering Sales Engineering Customer Success or Support Org Leadership.

To move forward successfully please share the following with Nicci@:

1. A Short Cover Letter

• Explain why you would be a strong fit for the role. Use this to pitch yourself directly by highlighting your relevant technical experience achievements and motivation for applying.
• Include your reasons for leaving your last 3 roles and share your long-term career plans. We value long-term commitment and want to ensure a stable mutually beneficial working relationship.
• State your current and expected monthly salary in USD.
• State your current notice period.

2. An Updated CV

• Ensure it highlights the key technical skills (like Git CLI APIs) builder projects and experience relevant to this highly technical role.

3. A Video Introduction Link

• Introduce yourself and summarize your experience and key achievements. You dont need to mention the specific role you are applying forkeep it general by highlighting your background expertise and what you can bring to your next role. Use Google Drive and ensure that the link is unrestricted public and does not expire. Ensure your full name or contact details are not visible on this public link.
• Tips for a professional video:
  • Record in a quiet well-lit space.
  • Dress professionally as you would for an interview.
  • Do not read from a script.
  • Ensure your device is fixed and stable.
  • Examples for reference: Experience:

    IC