Advanced Technical Support

Job Description

Job Description

Job Description

Base 44 is seeking a highly motivated and dynamic Technical Support Engineer  to join our growing team. This is a fantastic opportunity to be a key player in a fast-paced, innovative, and collaborative start-up environment. As a Tech Support Engineer, you will be on the front lines, providing technical support, troubleshooting issues, and contributing to the overall success of our product. You'll have a significant impact on our users and the growth of our product and will :

Provide timely, high-quality support to users : triage, troubleshoot, and resolve product issues with clear, empathetic communication.

Reproduce, diagnose, and document technical problems end-to-end, including precise repro steps, logs, screenshots, and expected vs. actual behavior.

Work hands-on in the product to understand features, identify pain points, validate fixes, and regularly test new flows; provide actionable feedback.

Investigate API and integration issues using tools like Postman and browser DevTools (Network / Console); analyze headers, payloads, status codes, and errors.

Collaborate closely with Engineering and Product to scope, prioritize, and escalate issues with strong context and impact assessment.

Proactively surface patterns and emerging trends; raise risks / flags early and suggest product or documentation improvements.

Create and maintain clear runbooks and knowledge base articles to improve self-serve and reduce repeat incidents.

Uphold security and data-handling best practices when working with user data, credentials, or logs.

Participate in incident handling and post-incident reviews; help drive down MTTR and increase reliability.

Contribute to a cohesive team culture—share context openly, mentor peers on tools and troubleshooting approaches, and continuously refine support workflows.

This role includes occasional evening and weekend work to support incidents, releases, and maintenance windows. Coverage is shared via a rotation, and we provide advance notice whenever possible.

This position is a hybrid role and candidates should be prepared to be able to come to our office in Cedar Rapids at least 3 days per week.

Qualifications

3+ years of experience working  in Technical Support / Solution topics  for a SaaS or platform product, owning complex investigations and escalations.

Solid web basics : understand HTTP requests / responses, status codes, headers, JSON payloads; able to read browser console and network tab.

API familiarity : comfortable using Postman to send requests, read responses, and follow simple auth patterns (API keys / Bearer tokens).

Analytical troubleshooting : reproduce issues, capture logs / screens, write clear repro steps and expected vs. actual behavior.

Familiar with javascript and react  - ability to read understand the basics of event handlers , use Effect hooks, and state management

Intro-level monitoring / logs : can read dashboards such as (Grafana / Datadog) and search logs with keywords.

Strong interest and experience with “vibe coding” - side projects or small experiments you can show.

Hands-on experience inspecting network requests and spotting errors in the console.

Demonstrated ownership in fast-paced, ambiguous environments - able to drive initiatives to completion even when plans are evolving.

Additional Information

We’re Base44, a newly acquired part of Wix, on a mission to change how software gets built. Our AI-powered platform allows anyone to create custom software applications using natural language—no traditional coding required. We operate like a startup within Wix : fast-moving, collaborative, and focused on solving complex problems with simple, elegant solutions.