Technical Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Technical Support Engineer is a critical bridge between our Support, Engineering, and DevOps departments, providing advanced technical assistance for complex customer issues while supporting operational infrastructure needs. This role requires strong problem-solving abilities, technical knowledge, and excellent communication skills to translate customer needs into technical requirements while providing specialized troubleshooting that exceeds the scope of our standard support team.

Primary Responsibilities:

• Serve as the escalation point for complex technical issues that require deeper product knowledge and technical investigation beyond what the Support team can handle
• Analyze and diagnose sophisticated software problems, working directly with Engineering when necessary to identify root causes
• Create detailed technical documentation of issues, including reproduction steps, system logs, and environmental factors to facilitate Engineering solutions
• Assist the DevOps team with monitoring system health, infrastructure performance, and application deployment processes
• Help troubleshoot deployment issues, configuration problems, and environment-specific bugs in collaboration with DevOps
• Contribute to continuous integration/continuous deployment (CI/CD) workflow improvements and testing
• Support basic cloud infrastructure management tasks and troubleshooting (AWS, Azure, or similar platforms)
• Participate in on-call rotation for critical production issues that require coordination between support and technical teams
• Develop and maintain technical knowledge base articles, troubleshooting guides, and internal documentation to empower the Support team
• Act as technical liaison between customers, Support, Engineering, and DevOps teams to ensure clear communication of issues and requirements
• Conduct initial technical assessment of feature requests and bug reports before they reach Engineering
• Assist with testing software releases, patches, and hotfixes, providing valuable feedback to Engineering
• Monitor system performance and identify recurring technical issues to proactively address potential problems

Skills & Competencies:

• Strong technical aptitude with the ability to understand software architecture and infrastructure concepts
• Experience with SQL queries, API testing tools, and log analysis
• Knowledge of development environments, testing methodologies, and version control basics
• Familiarity with DevOps practices, tools, and infrastructure-as-code concepts
• Basic understanding of cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker)
• Experience with monitoring tools, log aggregation, and alerting systems
• Demonstrated ability to translate technical concepts to non-technical audiences and vice versa
• Excellent problem-solving skills with a methodical and logical approach to troubleshooting
• Understanding of software development lifecycle, release processes, and deployment strategies
• Proficiency with relevant technical tools (debugging tools, performance monitoring, etc.)
• Advanced knowledge of the company's software products and their technical underpinnings
• Strong written and verbal communication skills with the ability to document complex technical issues clearly
• Customer-focused mindset with excellent service orientation

Minimum Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent practical experience)
• 3-5 years of experience in technical support or a similar customer-facing technical role
• Experience working with development teams or in a technical liaison capacity
• Background in software troubleshooting and technical problem resolution
• Familiarity with DevOps principles and infrastructure management is a plus
• Experience with deployment processes and release management is a plus
• Knowledge of accounting/financial software systems is a plus
• Basic understanding of programming concepts and development processes
• Experience with ticketing systems and technical documentation
• Strong analytical skills

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.