Technical Support Engineer

Brinqa is hiring a Technical Support Engineer to troubleshoot complex production issues and drive issues to resolution for enterprise customers.

Responsibilities

• Drive technical issue resolution for a portfolio of enterprise customers, managing cases from initial response through final resolution with strong timeliness and follow-through
• Act as primary point of accountability for assigned accounts, providing clear, proactive communication to customers and internal stakeholders, especially on sensitive escalations
• Investigate and resolve complex, ambiguous production incidents independently, partnering with Engineering or other teams when issues require deeper collaboration
• Implement minor-to-moderate configuration changes in customer environments using internal knowledge base, tooling, and technical judgment to avoid unnecessary escalation
• Produce clear incident summaries and root-cause explanations that customers and leadership can use confidently for next steps
• Advocate for AI-assisted ways of working by evaluating and bringing forward new tools and ideas, and supporting adoption across the team
• Support continuous improvement by sharing learnings so knowledge remains accessible beyond individual ownership
• Represent the customer perspective internally and help prioritize issues that matter most to customers

Requirements

• 3+ years in a technical, customer-facing support or implementation role supporting enterprise B2B SaaS customers
• Strong problem-solving skills with the ability to handle ambiguous, high-stakes issues independently using sound judgment
• Excellent written and verbal communication for clear, professional updates to enterprise customers (including difficult or unfavorable outcomes)
• Experience with graph databases (e.g. Neo4j), NoSQL data stores, or distributed SQL systems (e.g. Yugabyte), plus comfort working within modern SaaS applications
• Working knowledge of Groovy or another object-oriented programming language; ability to read, navigate, and make minor-to-moderate code changes
• Experience partnering with Operations and/or infrastructure functions to resolve issues beyond the application layer
• Working knowledge of REST APIs and API-testing tools such as Postman
• Ability to reproduce reported issues, document reproduction steps, and partner with Engineering to reach final resolution
• Experience testing and validating code changes, bug fixes, product features, and customer-specific configuration changes before deployment
• Genuine interest in AI and automation for improving efficiency, with a track record or strong enthusiasm for researching or adopting new tools
• Strong ownership and reliability so customers and teammates trust that issues on your plate are being handled
• Comfort operating in a fast-paced, high-accountability environment where customer trust and commitments matter
• BS in Computer Science, Computer Engineering, Information Technology, or a related discipline (preferred)

Technologies

• Neo4j
• Yugabyte
• Groovy
• REST APIs
• Postman

And ideally

• Background in cybersecurity, GRC, or vulnerability management
• Experience mentoring or upskilling teammates on new tools or ways of working
• Prior experience in a hybrid support and technical-implementation capacity

Location & Coverage

• Remote (remote)
• Primary support coverage: Central and Pacific US time zones