Technical Support Engineer

4 Months ago • 3 Years + • Software Development & Engineering

Job Summary

Job Description

As a Technical Support Engineer at Gravitee, you will be responsible for providing exceptional technical support to customers. This role involves investigating and resolving customer issues, prioritizing tickets, and collaborating with customers to implement our platform in their environments. You will also create knowledge articles to improve documentation and contribute to improving processes and tools. The ideal candidate will have strong problem-solving skills and enjoy working with clients in a highly specialized technical manner.
Must have:
  • 3+ years of Level 2 Technical Support
  • 2+ years experience with REST APIs
  • Eager learner, ready to dig into technical areas
Good to have:
  • Networking/web architectures including HTTP
  • Experience with Containers / Cloud Platforms
  • Experience with Access Management products
  • Experience with databases (ideally MongoDB or RDBMS)
  • Experience with trace analysis, debugging, and JVM troubleshooting

Job Details

Join the API Revolution at Gravitee—Where Innovation Meets Growth

Since our beginnings in 2015, Gravitee has grown into a global force, recognized as a 2024 Gartner Magic Quadrant™ Leader for API Management. What started with four developers challenging the complexities of APIs has evolved into a revolutionary platform powering API and event stream ecosystems worldwide. We’re driving digital transformation for top enterprises, from Michelin to Roche to Blue Yonder and beyond, offering unmatched control over APIs and event streams.

Our rapid growth and leadership in API management are fueled by our team’s commitment to excellence and our core values:

  • Passion: We bring excitement to everything we do, constantly innovating to stay ahead of the curve.
  • Hold Nothing Back: We go above and beyond to help customers and teammates succeed, holding ourselves to the highest standards.
  • Professionalism: We believe in clear, respectful communication and prioritize the needs of our team and customers.

Join us on this journey. Be part of a team that’s redefining what’s possible in API management, and shaping the future of digital transformation. The possibilities are endless—be a part of the revolution!



THE ROLE & WHY IT EXISTS
We are expanding globally to serve the needs of our large international clients who are predominantly in banking, healthcare, insurance, and more. Gravitee is the natural force of connection within the API space — join Gravitee.io and connect with your ideal opportunity.

As the Technical Support Engineer you will be responsible for delivering exceptional technical support to our customers. This is a hands-on, critical role in our organization and highly technical- the right candidate will enjoy problem solving with our clients in highly specialized and technical ways. Gravitee clients are the end-users of our platforms and are as technical as you are! 


WHAT YOU WILL BE DOING

  • Leading the investigation of multiple Support Tickets and working collaboratively to understand and resolve customer issues
  • Prioritizing issues and giving our customers located in multiple countries the level of duty and care they need to help implement our platform in their environments
  • Creating knowledge articles to complete our documentation and enabling customers to better understand product use cases
  • Being innovative within the team and with customers to help improve processes and tools


ESSENTIAL SKILLS - The right candidate will possess at least the following skills:

  • High school diploma required
  • 3+ years of relevant experience in a previous hands-on Level 2 Technical Support
  • 2+ years experience with REST and RESTful APIs
  • Eager learner, ready to dig into many technical areas


DESIRED SKILLS - Additionally, these skills are not required, but preferable:

  • Networking/web architectures including HTTP
  • Containers / Cloud Platforms (Docker, Kubernetes, AWS, GCP, Azure)
  • Experience with Access Management products, Identity Providers, Oauth2 protocol, JSON Web Token standard
  • Experience with databases (ideally MongoDB or RDBMS), search engine (ElasticSearch) is a plus
  • Experience with trace analysis, debugging, and JVM troubleshooting is a plus



At Gravitee, no employee or applicant will be treated less favourably on the grounds of their sex, marital status, race, colour, nationality or ethnic or national origin, disability, gender, sexual orientation, gender identity, age, pregnancy or maternity, marital or civil partner status, or religion or belief.

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About The Company

Gravitee.io is an end-to-end solution for both synchronous and asynchronous API lifecycle management, built on an event-native API Gateway with support for REST, SOAP, Websockets, Webhooks, Kafka, MQTT, and more.


Because of its breadth of capabilities and unique support for streaming data, Gravitee enables developers and business users all around the world to build, manage, and secure all their APIs in one place.

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