Technical Support Engineer – US East Coast (Remote)

About the role

Ketch is looking for a Technical Support Engineer based on the US East Coast to deliver high‑quality support to its SaaS customers. The role blends reactive ticket resolution with proactive involvement in customer implementations, working closely with the Professional Services and Engineering teams.

Key responsibilities

• Own end‑to‑end ticket resolution for US East Coast customers, covering web technologies, APIs, SDK integrations, and platform configuration.
• Partner with Professional Services during implementations, joining scoping calls, troubleshooting integrations, and delivering technical solutions.
• Collaborate directly with customer developers, IT teams, and data engineers to diagnose and resolve complex issues.
• Use tools such as Postman to inspect API requests/responses and identify root causes.
• Document fixes, known issues, and reusable solutions for the broader support organization.
• Provide hand‑off and continuity coverage with West Coast and India support teams.
• Escalate to engineering when needed while maintaining clear communication with customers.

Required profile

• 4+ years of experience in technical support, solutions, or implementation roles at a B2B SaaS company.
• Strong working knowledge of JavaScript, HTML, CSS, and APIs.
• Comfortable using Postman or similar API‑testing tools.
• Self‑directed learner with genuine technical curiosity.
• Based on the US East Coast with the right to work in the United States.

Required skills

• JavaScript
• HTML
• CSS
• APIs
• Postman