Support Engineer - Ticketing System

About the Role :

Were looking for a Support Engineer to join our Customer Success team. In this role, you wont just be answering support tickets youll be diving deep into bot behavior, OCR, API integrations, and automation logic to help our clients resolve issues, identify bugs, and keep their finance workflows running smoothly.

Youll work closely with implementation teams, product, and engineering to support custom bots, standard automations, and the broader Briq platform. If you love troubleshooting, asking why, and taking ownership until the problem is solved, youll thrive here.

What Youll Do :

• Be the go-to technical contact for client-reported issues involving bots, OCR, automations, workflows, and data connections
• Triage and investigate cases using logs, APIs, dashboards, and backend data
• Escalate and reproduce bugs with product and engineering, and help validate fixes
• Support the deployment of new bots or features by validating automation logic and configuration
• Write and maintain internal documentation for bot behavior, known issues, and support procedures
• Collaborate with Product Support Consultants to provide context-aware resolutions to clients
• Identify patterns in support issues and propose improvements to reduce future cases
• Join client calls to troubleshoot live issues or provide technical explanations
• Assist in training and handoffs for support coverage of custom bots post-deployment

What Were Looking For

Were looking for problem-solvers who thrive in ambiguity and get energy from untangling complex systems.

You might be a fit if you :

Bonus (but not required) :

(ref : hirist.tech)