Middle Support Engineer

Our Hiring Partner:
Briq is an AI-powered automation platform founded in 2018 that transforms the way companies work. Their mission is to eliminate repetitive tasks and give people more time for creativity, decision-making, and innovation.

Briq builds digital AI workers that support Finance, Risk Management, Operations, and Executive teams, streamlining complex workflows and enabling businesses to run faster and more efficiently.
With a collaborative, innovation-driven culture, Briq combines advanced technology with practical applications that create measurable impact for clients across industries.

About The Role:
Briq is looking for a Support Engineer to join their Customer Success team. This position goes beyond handling support tickets; the engineer will work on diagnosing bot behavior, OCR, API integrations, and automation logic to help clients resolve issues, identify bugs, and ensure finance workflows run smoothly.

The Support Engineer will collaborate closely with implementation teams, product, and engineering to support both custom bots and standard automations across the Briq platform. This role is a great fit for someone who enjoys troubleshooting, asking the right questions, and taking ownership of problems until they are fully resolved.

What You Will Do:

• Be the go-to technical contact for client-reported issues involving bots, OCR, automations, workflows, and data connections.
  
• Demonstrate initiative and persistence, never stopping at I don't know.
• 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.

Required Skills & Experience:

• English: Advanced proficiency in both written and spoken English.
• 3-4 years of professional experience in Technical Support Engineering.
• Strong communication skills, you can explain technical behavior clearly to both developers and clients.
• Programming knowledge in Python and/or JavaScript, Java, or similar for debugging, scripting, or light automation tasks.
• Proven experience in debugging and working with APIs, JSON logs, and relational databases.
• Proficiency in SQL/NoSQL database querying.
• Experience in troubleshooting in cloud-based environments.
• Comfort working across product, support, and engineering teams.
• A strong willingness to learn new tools and understand how systems connect (ERP, accounting, automation platforms).
• Experience in SaaS platforms like Salesforce, Quickbase, or NetSuite.
• Exposure to bot development, LLM-based automations, or workflow platforms.
• Comfort ticket tracking in Zendesk, Rocketlane, Jira, or similar internal task tracking systems.
• Hands-on experience working with CI/CD, virtual machines, RDP, VPNs, and secure connectivity issues.
• Familiarity with Jenkins for automation pipelines and deployment troubleshooting.

Why You Will Love Working Here:
At Briq, you will join a fast-growing team that is reshaping the future of work with AI. The culture is innovative, collaborative, and people-focused, and you will be surrounded by smart, motivated colleagues who care deeply about their work.

Briq offers the energy and innovation of a startup combined with the stability of a well-funded company, providing flexibility, professional development, and meaningful work that creates real impact.