Support Engineer

Responsibilities

• Investigate, reproduce, and resolve incidents while communicating clearly with customers and internal stakeholders
• Perform analysis and troubleshooting activities, including log analysis, monitoring dashboards, and basic scripting
• Escalate tickets for further investigation or bug fixing and ensure clear follow-up, alignment, and customer communication throughout the process
• Apply AI tools where relevant to accelerate troubleshooting, analyze logs and support data, summarize findings, and improve the quality and consistency of incident handling
• Maintain and monitor customer environments to identify potential issues, including use of AI-supported and automation tools to detect patterns, surface risks, and improve early-warning capabilities
• Drive preventive measures
• Recommend improvements that enhance reliability
• Contribute to continuous improvement efforts by staying up to date with product releases and related technologies through briefings, training, and self-study
• Help develop and promote effective use of AI tools within Support Engineering, including identifying relevant use cases, improving workflows, and supporting adoption of AI-assisted ways of working

Requirements

• Basic knowledge of IT infrastructure (operating systems, networking, databases, web servers, cloud services)
• Exposure to cloud environments (Azure, AWS, or similar) or on-premises enterprise systems
• Relevant IT education, such as a Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• A good understanding of incident management concepts (ticketing systems, SLAs, escalation paths)
• A customer-focused mindset
• A collaborative, eager-to-learn, and knowledge-sharing attitude
• Excellent problem-solving skills, an analytical mindset, and high attention to detail

Qualifications

• Hands-on experience across the full incident lifecycle
• Familiarity with containerization technologies, e.g., Kubernetes
• Working knowledge of databases
• Understanding of ITIL practices, including incident and problem management

Benefits

• Excellent health care benefits and a 401(k) plan
• 15 days paid vacation, plus one additional day for each year of seniority (up to 10 days)
• Paid holidays
• A flexible hybrid work model for employees based in the Atlanta area, combining remote work with time in our Atlanta office

Schedule

A flexible hybrid work model for employees based in the Atlanta area, combining remote work with time in our Atlanta office.

Pay

We offer competitive compensation packages tailored to individual qualifications and experience.