Technical Support Engineer

Summary

G2 Risk Solutions is a leading provider of risk intelligence and compliance solutions for the payments, financial services, and digital commerce industries. The Technical Support Engineer will play a critical role in customer success by investigating and resolving technical issues, collaborating with various teams, and managing customer inquiries effectively.

Responsibilities

• Investigate and resolve customer issues across products and services
• Analyze API requests/responses and database records to identify root causes and support issue resolution
• Support customers, Customer Success Managers, and internal teams with technical issues, product investigations, and integration troubleshooting
• Collaborate with Engineering and Product teams to reproduce, escalate, and resolve issues
• Prioritize and manage issues based on customer impact and business needs
• Work effectively in a global team environment spanning multiple time zones
• Manage, prioritize, and track customer issues using Zendesk, Jira, and other ticketing systems

Skills

• 1–2 years of experience in Technical Support or a similar customer-facing technical role
• Ability to troubleshoot technical issues, investigate root causes, and work collaboratively to resolve customer problems
• Team player with a collaborative mindset and willingness to support colleagues across functions
• Experience working with and troubleshooting REST APIs
• Customer-facing skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences
• Basic understanding of SQL with the ability to write simple queries
• Experience with ticketing and issue-tracking systems such as Zendesk, Jira, or similar tools
• Self-motivated, detail-oriented, and comfortable managing multiple priorities
• Experience with scripting or automation (e.g., Python) is a plus
• Experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests is a plus
• Experience using AI tools (e.g., ChatGPT/Claude, or similar) to assist with troubleshooting, research, documentation, and day-to-day productivity is a plus

Qualifications

Must Haves

• 1–2 years of experience in Technical Support or a similar customer-facing technical role
• Ability to troubleshoot technical issues, investigate root causes, and work collaboratively to resolve customer problems
• Team player with a collaborative mindset and willingness to support colleagues across functions
• Experience working with and troubleshooting REST APIs
• Customer-facing skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences
• Basic understanding of SQL with the ability to write simple queries
• Experience with ticketing and issue-tracking systems such as Zendesk, Jira, or similar tools
• Self-motivated, detail-oriented, and comfortable managing multiple priorities

Nice to Haves

• Experience with scripting or automation (e.g., Python) is a plus
• Experience supporting customer due diligence processes, security questionnaires, RFIs, or technical documentation requests is a plus
• Experience using AI tools (e.g., ChatGPT/Claude, or similar) to assist with troubleshooting, research, documentation, and day-to-day productivity is a plus