Wix
Tech / AI / Software
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for mid candidates.
“Technical Support Engineer at Wix. Skills: Technical Support, troubleshooting complex issues, API and integration issues, collaboration with Engineering and Product, proactive pattern surfacing, knowledge base article creation. 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. actua”
What You'll Achieve.
drive down MTTR and increase reliability.
Industry & Context.
troubleshoot; diagnose; analytical troubleshooting; problem-solving
occasional evening and weekend work to support incidents, releases, and maintenance windows., prepared to be able to come to our office in Cedar Rapids at least 3 days per week.
What They're Looking For.
Must Have
3+ years of experience working in Technical Support/Solution topics for a SaaS or platform product, owning complex investigations and escalations., Familiar with javascript and react - ability to read understand the basics of event handlers, use Effect hooks, and state management, Solid web basics: understand HTTP requests/responses, status codes, headers, JSON able to read browser console and network tab., API familiarity: comfortable using Postman to send requests, read responses, and follow simple auth patterns (API keysearer tokens)., Analytical troubleshooting: reproduce issues, capture logs/screens, write clear repro steps and expected vs. actual behavior., Intro-level monitoring/logs: can read dashboards such as (Grafana/Datadog) and search logs with keywords., 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.
Nice to Have
Familiarity with SQL, Familiarity with mobile apps release process
What You'll Do.
high-quality support to users: triage
and resolve product issues with clear
empathetic communication.
and document technical problems end-to-end
including precise repro steps
and expected vs. actual behavior.
Work hands-on in the product to understand features
and regularly test new provide actionable feedback.
Investigate API and integration issues using tools like Postman and browser DevTools (Network/Console); analyze headers
Proactively surface patterns and emerging 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
Participate in incident handling and post-incident help drive down MTTR and increase reliability.
How You'll Work.
Team & Collaboration
Collaborate closely with Engineering and Product to scope, prioritize, and escalate issues with context and impact assessment.; Contribute to a cohesive team culture—share context openly, mentor peers on tools and troubleshooting approaches, and continuously refine support workflows.
Communication Scope
clear, empathetic communication
Process & Methodology
Demonstrated ownership in fast-paced, ambiguous environments - able to drive initiatives to completion even when plans are evolving.
Full Job Description
Base44, a hyper-growth AI startup recently acquired by Wix, is looking for a driven and collaborative Technical Support Engineer to join our escalation team. This is a fantastic opportunity to be a key player in a fast-paced, innovative environment where your work directly contributes to the success of our product. As a Tech Support Engineer, you'll be on the front lines, providing expert technical support and troubleshooting complex issues for our users. 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. ## Qualifications * 3+ years of experience working in Technical Support/Solution topics for a SaaS or platf
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