Support Engineer

About Ture

Ture is building an AI-native, privacy-first platform for career transition and workforce development.

The platform includes multiple web applications, AI-powered workflows, enterprise integrations, data-processing systems, and user experiences for administrators, job seekers, practitioners, and employers.

The role

We are looking for a Support Engineer who can help customers and users resolve technical issues while improving the reliability and supportability of the product.

You will work at the intersection of customer support and engineering. You will investigate application behaviour, reproduce issues, analyze logs and data, troubleshoot integrations, document solutions, and coordinate with product and engineering teams when deeper fixes are required.

This is not a script-based support role. You will be expected to reason through unfamiliar technical problems and communicate clearly with both technical and non-technical users.

What you’ll do

• Investigate and resolve technical questions and product issues.

• Reproduce reported problems and isolate likely causes.

• Troubleshoot account configuration, data, browser, integration, API, and application issues.

• Review logs, monitoring data, database records, and network requests.

• Write clear internal notes and customer-facing explanations.

• Escalate product defects with strong reproduction steps and supporting evidence.

• Partner with engineers to validate fixes and communicate resolution.

• Support incident communication and post-incident follow-up.

• Maintain support documentation, troubleshooting guides, and known-issue records.

• Identify recurring problems and recommend product or process improvements.

• Build lightweight scripts or internal tools to reduce repetitive support work.

• Help establish support severity, escalation, response, and handoff processes.

• Protect customer and participant data throughout the troubleshooting process.

What you’ll bring

• 2+ years of technical support, software engineering, implementation, QA, or related experience.

• Working knowledge of web applications, HTTP, browser developer tools, APIs, and authentication.

• Ability to read application logs and query structured data.

• Familiarity with SQL or a comparable querying language.

• Strong problem-solving and written communication skills.

• Ability to explain technical issues without unnecessary jargon.

• Calm judgment during urgent or ambiguous situations.

• Strong attention to privacy, security, and operational detail.

Nice to have

• Software development experience with JavaScript, TypeScript, Python, or similar technologies.

• Experience supporting REST APIs, webhooks, SSO, or HRIS integrations.

• Familiarity with cloud monitoring, logging, and incident-management tools.

• Experience with B2B SaaS or enterprise customers.

• Experience in a regulated or privacy-sensitive environment.

What success looks like

Within your first six months, you will have:

• Reduced time to diagnose and resolve technical issues.

• Established high-quality escalation and documentation practices.

• Identified recurring support themes and influenced product improvements.

• Built trusted working relationships with customer-facing and engineering teams.

• Helped create a support experience that feels responsive, capable, and human.