Technical Support Engineer

Job description

About Ditto: Ditto is redefining how data moves at the edge. Our mission is to make it seamless for developers to build resilient, real-time applications, regardless of network conditions. Whether you're in a stadium, airplane, or remote military base, Ditto's peer-to-peer sync engine ensures devices stay connected and data stays consistent, even without internet. With more than $145 million in funding and trusted by organizations like Chick-fil-A, Delta Airlines, and the U.S. military, Ditto powers mission-critical experiences across aviation, retail, travel, hospitality, defense, and more. As a globally distributed, fast-growing startup, we’re committed to building a diverse and inclusive team that reflects the wide range of perspectives needed to solve the world’s hardest connectivity problems. As a (Senior) Technical Support Engineer you will: Reproduce, debug, and escalate technical issues in partnership with Engineering and Product. Act as a technical expert and initial escalation point for our SDK and Cloud products. Work directly with developers to provide guidance and resolve complex issues. Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders. Participate in a 24/7 on-call rotation to support critical customer needs. Collaborate with Engineering to communicate incident status and contribute to root cause analyses. Build tools and automation to improve support workflows and reduce response time. Use AI and other tools to create self-service opportunities for routine incidents. Advocate for customer needs and influence product improvements based on real-world feedback. Continuously sharpen your troubleshooting skills through exposure to challenging technical problems. What you’ll need: Have 2-4+ years of experience in technical support engineering or software engineering roles. Ability to translate complex and ambiguous problem sets into clear hypotheses and solutions. Deep experience in at least one relevant subject area like Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, Distributed Systems, etc. Bachelor’s degree in Computer Science or similar experience. Ability to read/follow code and GitHub commits to understand recent changes. Customer-facing soft skills including active listening, customer empathy, and expectation-setting. Nice to haves: Prior experience…