Description About the Role We are looking for a highly motivated and customer-focused Technical Support Engineer to join our Business Unit team in the United States. In this role, you will support a wide range of B2B and B2G customers across the insurance, commercial, governmental, and supply chain sectors. You will serve as a key technical point of contact, responsible for maintaining high customer satisfaction, meeting SLA commitments, and driving complex technical investigations through resolution. You will work closely with customers, Product, R&D, and Customer Success teams to troubleshoot issues, provide tailored solutions, and improve the overall customer support experience. Responsibilities • Handle customer tickets at all complexity levels — from routine data inquiries to complex compliance and technical investigations — with full ownership from first response to closure. • Collaborate closely with R&D, Product Management, Customer Success, and Operations teams • Monitor and maintain SLA commitments for enterprise customers • Analyze customer environments, product behavior, APIs, and data flows to identify issues • Contribute to process improvements and operational excellence initiatives • Support customer onboarding, training sessions, and project-related activities when needed Requirements • 3+ years of experience in Technical Support, Customer Support Engineering, or a similar role within SaaS companies • Experience working cross-functionally with Product and R&D teams • Comfort handling compliance or regulatory-sensitive customer communications • Hands-on experience with customer support and ticketing platforms such as: Salesforce, Freshdesk, Jira. • Strong troubleshooting and analytical skills with experience investigating technical issues end-to-end • Experience working with: REST APIs, GraphQL, SQL, MongoDB. • Basic Python proficiency — comfortable running and reading Python scripts. • Strong critical thinking and problem-solving abilities • Ability to manage multiple priorities in a fast-paced environment • Excellent communication and stakeholder management skills Preferred Qualifications • Experience supporting enterprise or governmental customers • Experience in data-driven or intelligence platforms • Knowledge of SaaS infrastructure, integrations, and cloud environments • Familiarity with the maritime industry, including vessel tracking, AIS data, or maritime intelligence platforms. Location: Washington DC — hybrid