​This is a full-time, remote Technical Support Engineer role at Etleap, a company providing an intuitive ETL (Extract, Transform, Load) tool that enables data analysts to integrate data easily. This engineer will be the technical expert helping customers troubleshoot complex data pipeline issues, plan data architecture, and manage intricate integration points. The role requires strong independence in diagnosing technical issues and working closely with the Engineering team.

• ​Location: Remote, United States.
• ​Core Working Hours: Approximately 8 am – 5 pm Pacific Time (PST/PDT).
• ​Education: Bachelor’s degree, preferably in a technical field.
• ​Focus: Troubleshooting data pipeline issues, providing expertise on data architecture, acting as the technical liaison between customers and Engineering, and driving product adoption.

​What You’ll Do: Troubleshooting, Coordination, and Process

​The engineer is the primary interface for technical customer issues, managing the entire lifecycle of a support ticket while focusing on process and product improvement.

• ​Issue Investigation: Triage and investigate new issues using application data, logs, and external resources, while establishing clear and realistic expectations on resolution timelines with customers.
• ​Case Ownership: Own customer matters in your time zone and coordinate directly with engineers to fully resolve them.
• ​Customer Engagement: Proactively engage customers to understand their goals, share relevant product features, and drive meaningful product adoption.
• ​Advocacy & Process: Summarize recurring issues and feature requests to inform product improvements. Continuously refine support and success processes for better efficiency and outcomes.
• ​Communication: Build strong customer relationships through professional, empathetic, and clear communication (written word and calls).

​What You’ll Bring: Technical Acumen and Problem-Solving

​The position requires experience supporting complex B2B software, a technical background, and comfort with data systems.

• ​Experience: Experience providing customer-facing support for technically complex B2B software (e.g., data platforms, APIs, integration tools).
• ​Data Knowledge: Working knowledge of SQL and general database concepts.
• ​Troubleshooting: Ability to independently diagnose technical issues, read logs and error messages, and think systematically about how data systems work.
• ​Mindset: Comfort operating in ambiguous situations and independently solving open-ended technical issues. Possesses a strong ability in pattern recognition of recurring issues and requests.
• ​Soft Skills: Strong relationship-building and communication skills, ability to juggle competing priorities with ease, and eagerness to proactively help customers succeed.