Sapia.ai is an HR technology company headquartered in Melbourne, Australia, that specializes in AI-driven recruitment and assessment automation. Founded with the mission to create a "world without CVs," the company focuses on making the hiring process more inclusive, efficient, and data-driven by prioritizing candidate soft skills and behavioral traits over traditional resume keywords.

Role Summary

We are looking for a highly analytical and empathetic Support Engineer to act as the critical bridge between our external customers and our internal engineering team. In this role, you will be responsible for investigating, troubleshooting, and resolving complex technical issues that go beyond standard Tier 1 support. The ideal candidate possesses deep technical curiosity, the ability to read and understand code or logs, and exceptional communication skills to translate complex customer frustrations into actionable engineering tickets. You will protect the engineering team's focus by thoroughly triaging issues while ensuring our customers feel heard, supported, and updated throughout the resolution process.

Key Responsibilities

• Advanced Troubleshooting: Investigate complex customer issues by diving into system logs, querying databases, and analyzing API requests to identify root causes and provide immediate workarounds.

• Engineering Escalation & Triage: Filter, reproduce, and document bugs with precision. Create comprehensive engineering tickets (e.g., in Jira or GitHub) that include exact steps to reproduce, environmental variables, and expected vs. actual behavior.

• Customer Communication: Serve as the primary technical point of contact for complex escalations, explaining highly technical concepts, limitations, and resolution timelines to both technical and non-technical stakeholders in a clear, empathetic manner.

• Incident Management: Act as the communication lead during high-severity outages (Sev-1/Sev-2), coordinating with Site Reliability Engineering (SRE) and development teams while providing timely status updates to affected customers.

• Product Advocacy: Synthesize recurring technical issues, feature requests, and customer feedback into actionable insights for the product and engineering teams to drive long-term platform improvements.

• Knowledge Management: Create and maintain robust internal runbooks, troubleshooting scripts, and public-facing technical documentation to deflect future inquiries and empower Tier 1 support agents.

Qualifications & Requirements

• Experience: 2–5 years of experience in a Technical Support Engineer, Tier 2/3 Support, or similar role within a B2B SaaS or technology-driven company.

• Technical Proficiency:

  • Strong working knowledge of REST APIs, webhooks, and HTTP protocols.

  • Ability to write and execute SQL queries to extract data and investigate database anomalies.

  • Familiarity with reading and navigating at least one programming language (e.g., Python, JavaScript, Java, Go) to understand application logic and stack traces.

• Tool Mastery: Hands-on experience with support and engineering platforms such as Zendesk, Intercom, Jira, GitHub, Datadog, Splunk, or similar observability tools.

• Communication Skills: Exceptional written and verbal communication skills, with a proven ability to de-escalate tense situations and translate "developer-speak" into customer-friendly language (and vice versa).

• Problem-Solving: A systematic approach to debugging and a tenacious, ownership-driven mindset when faced with ambiguous technical challenges.

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.

What We Offer

• Competitive base salary with performance-based bonuses.

• Comprehensive health, dental, and vision benefits.

• Annual home office and technology stipend.

• Dedicated budget for continuous learning, certifications, and conferences.

• Flexible work hours and generous Paid Time Off (PTO) policies.

• A collaborative culture that deeply values the intersection of customer experience and engineering.