Enterprise Technical Support Engineer (TSE)
Enterprise Technical Support Engineer (TSE)
Enterprise Technical Support Engineer (TSE)
Lovable
The Enterprise Technical Support Engineer at Lovable will provide high-level support for enterprise customers, troubleshooting complex issues related to product and identity. The role involves direct collaboration with enterprise teams, enhancing customer experience through effective communication and documentation, and ensuring service level agreements are met.
Qualification
- 3–5+ years in a customer-facing technical role (technical support, account management, or product support for B2B/SaaS).
- Strong enterprise presence with the ability to communicate with both technical and non-technical stakeholders.
- Excellent troubleshooting skills across web/desktop environments (macOS/Windows) and integrations.
- Experience with identity protocols such as SSO/OAuth/SAML/SCIM.
- Fluency in API troubleshooting, including inspecting REST APIs and reading server/client logs.
- Strong written and verbal communication skills for clear internal and external communication.
- Ability to remain calm under pressure and prioritize tasks effectively.
Responsibility
- Own white-glove support for enterprise workspaces, diagnosing and resolving complex customer issues.
- Build trust with enterprise teams, acting as a technical partner for admins and product leaders.
- Reproduce customer issues, perform triage, and write clear bug reports to prioritize fixes.
- Troubleshoot across various technologies including SSO/SAML/SCIM and REST APIs.
- Document fixes and patterns into internal runbooks and create customer-facing guides.
- Respond to high-priority incidents and participate in an on-call rotation for after-hours support.
- Report on key Product/Support metrics such as response time and resolution time.
