Technical Support E ngineer

About The Position

Duve (duve.com), a B2B SaaS platform that is transforming the hospitality industry, is looking for an experienced Enterprise Account Executive to join our sales team, with a focus on new business acquisition.

If you are an exceptionally skilled, driven, passionate hunter with a proven record of crushing quotas, come join a fast growing company that provides guest experience solutions worldwide to some of the largest global brands in hospitality. 

About this Role

As a Technical Support Engineer, you’ll be the go-to expert for our most complex customer challenges—combining technical depth, clear communication, and empathy to turn issues into long-term trust.

Requirements

• 5+ years of experience in Technical Support, Customer Success Engineering, or similar technical customer-facing role
• Strong expertise in debugging APIs, system integrations, and troubleshooting cloud-based environments
• Hands-on experience analyzing and interpreting logs using observability tools such as Grafana, Datadog, or equivalent logging platforms
• Proven experience working with MongoDB databases, including querying and troubleshooting
• Proficiency in scripting languages (Python, JavaScript, or Bash) for automation and troubleshooting
• Demonstrated ability to mentor, train, and provide technical leadership to both onsite and remote team members
• Experience working with support and CRM platforms (e.g., Zendesk, ClickUp, HubSpot, Salesforce) and documentation systems (e.g., GitBook, ReadMe), including authoring technical articles and knowledge base content
• Excellent communication skills with the ability to translate complex technical concepts for both technical and non-technical stakeholders

What you'll do

• Own complex escalations end-to-end, from initial diagnosis through resolution, ensuring customers receive exceptional technical support
• Collaborate closely with CSMs, Solutions, Engineering and Product teams to communicate technical issues, reproduce bugs, and advocate for customer needs
• Develop creative workarounds and solutions for challenging customer scenarios while maintaining empathy and clear communication
• Assess customer sentiment and urgency from written communication to appropriately prioritize and tailor your response approach
• Create and maintain technical documentation for both customers (knowledge base articles, integration guides) and internal teams (process docs, solution playbooks)
• Identify recurring issues and patterns to drive proactive improvements in product, processes, and documentation