Technical Support Engineer— Python / SaaS / API / SQL

• Location: Remote — United States
• Employment Type: Contract-to-Hire
• Initial Contract: 3 months
• Schedule: Full-time, approximately 40 hours/week
• Experience: 1–4 years
• Contract Rate: $30–$36/hour, depending on experience
• Full-Time Conversion Salary: $60,000–$72,000/year, depending on experience
• Visa Sponsorship: Not available

About Xinvera

Xinvera is a software company focused on building modern SaaS products, AI-enabled solutions, and practical automation for businesses.

We work across product, engineering, operations, and customer-facing functions to turn real business problems into reliable software solutions.

We are growing our U.S. team and looking for a Technical Support Analyst who enjoys solving technical problems, communicating with customers, and working closely with software engineers.

This position begins as a paid 3-month contract with the intention of converting to a full-time role based on performance, business needs, and mutual fit.

About the Role

This is not a traditional call-center or basic help-desk position.

As a Technical Support Analyst, you will work between customers, product, operations, and engineering. You will investigate software issues, reproduce problems, analyze technical information, communicate clearly with users, and help our engineering team resolve issues efficiently.

You do not need to be a professional software developer, but you should be comfortable working with technical concepts such as:

Web and SaaS applications
REST APIs
Databases and SQL
JSON
Application logs
Authentication
Software integrations
Browser developer tools

This role can be a strong fit for someone coming from Technical Support, Application Support, SaaS Support, QA/Testing, IT Support, Implementation, Technical Customer Success, Data/SQL, or junior software development.

What You'll Do

Own technical support cases from initial report through resolution.
Communicate with customers through email, chat, and video calls.
Investigate software problems and determine whether they are caused by configuration, data, integrations, or the application itself.
Reproduce bugs and document clear reproduction steps, screenshots, logs, error messages, and relevant technical details.
Troubleshoot web applications, REST APIs, JSON payloads, authentication, integrations, and data-related issues.
Use SQL or internal tools to investigate records and verify data when appropriate.
Inspect browser developer tools, application logs, API responses, and error codes.
Resolve issues independently when possible.
Escalate engineering-level issues with clear technical context and supporting evidence.
Work directly with developers to test fixes and confirm resolution.
Identify recurring issues and communicate patterns to Product and Engineering.
Maintain accurate case notes and technical documentation.
Create and improve troubleshooting guides, FAQs, runbooks, and knowledge-base articles.
Identify opportunities to improve or automate support workflows.
Learn new Xinvera products and technical workflows as they are released.
What We're Looking For
1–4 years of experience in Technical Support, Application Support, SaaS Support, IT Support, QA/Testing, Technical Customer Success, Implementation, or a related technical role.
Strong written and spoken English.
Comfortable communicating directly with customers through email and video meetings.
Ability to explain technical issues clearly to both technical and non-technical users.
Strong troubleshooting, analytical, and problem-solving skills.
Experience working with web-based or SaaS applications.
Ability to investigate problems systematically before escalating them.
Strong attention to detail and clear technical documentation skills.
Ability to manage multiple issues and follow them through to resolution.
Comfortable working independently in a remote environment.
Curious, dependable, and willing to learn unfamiliar systems quickly.
Technical Skills

You do not need to know everything below. Experience with several of these is a strong advantage:

SQL
PostgreSQL or MySQL
REST APIs
JSON
Postman or similar API tools
Browser Developer Tools
Application and server logs
Git / GitHub
Python
JavaScript / TypeScript
Linux or command-line tools
AWS or other cloud platforms
OAuth, API keys, tokens, permissions, and authentication concepts
Jira, Zendesk, HubSpot, Intercom, or similar ticketing/support systems

Programming experience is preferred but not required.

We are especially interested in candidates who understand software well enough to investigate technical issues and communicate effectively with both customers and developers.

What Success Looks Like

Suppose a customer reports:

"Our integration stopped syncing customer records after yesterday's update."

Rather than simply forwarding the ticket to Engineering, you would investigate the issue, reproduce the behavior where possible, inspect relevant data, configuration, API responses, or logs, and identify the likely cause.

When deeper engineering work is required, you will provide developers with a clear escalation containing the information they need to act quickly.

You will keep the customer informed, verify the eventual resolution, and document what happened so similar issues can be handled more efficiently in the future.

Working at Xinvera

At Xinvera, technical ability and communication are equally important.

You will work closely with developers and other team members rather than operating in an isolated support queue.

This role is a good opportunity for someone who wants to deepen their software knowledge while gaining broader experience across:

SaaS products
Technical troubleshooting
APIs and databases
Product operations
Customer communication
Software testing
AI-assisted workflows
Support automation

We value people who:

Take ownership of problems.
Investigate before escalating.
Communicate clearly and reliably.
Are comfortable saying, "I don't know yet, but I'll find out."
Use AI and automation thoughtfully to improve productivity.
Share useful knowledge with the team.
Care about both the technical solution and the customer's experience.
Contract-to-Hire Structure

The position begins with a 3-month paid contract period.

During this period, you will work as part of the team, learn our products and workflows, and demonstrate your ability to handle real technical and customer-facing responsibilities.

At the end of the initial contract period, successful candidates may be offered conversion to a full-time position with a base salary of $60,000–$72,000, depending on experience, performance, role scope, and mutual fit.

U.S. Location & Work Authorization

This position is fully remote but limited to candidates working within the United States.

To be considered, you must:

Be currently located and able to work within the United States.
Be legally authorized to work in the United States.
Maintain valid U.S. work authorization throughout your employment or engagement with Xinvera.
Be available during normal U.S. business hours for team and customer communication.

Xinvera does not provide employment visa sponsorship for this position.

We are unable to sponsor, transfer, or support employment-based visas for this role.

Candidates who require current or future employer visa sponsorship are therefore not eligible for this position.

How to Apply

Please apply directly through Wellfound and include your current resume.

As part of your application, briefly describe one technical problem you personally investigated or resolved.

We are less interested in how complicated the problem was and more interested in:

What the problem was
How you investigated it
What tools or information you used
How you identified the cause
How you solved or escalated it
How you communicated the result

Candidates from Technical Support, Application Support, SaaS Support, QA, IT Support, Implementation, Technical Customer Success, Data/SQL, or junior software-development backgrounds are encouraged to apply.

Xinvera is an equal opportunity employer.