Support Engineer, Services, Mid Level

About the role

As a Mid-Level Support Engineer, Services, you'll own the resolution of complex, high-impact client issues end to end, drive improvements to system performance, and deliver solutions that help our clients manage their data with confidence. Client projects sit at the center of this role: you'll partner closely with our Services and Client Success teams to scope, plan, and execute technical work that keeps engagements on track, translating client needs into reliable solutions while serving as a trusted technical voice in front of clients. You'll also collaborate with Engineering and Product to fine tune our platform, mentor junior support engineers, and help shape the tools, standards, and playbooks that raise the bar for how we support our clients.

Responsibilities

• Serve as technical lead on client engagements alongside Services and Client Success, scoping requirements, planning work, and delivering on time
• Own diagnosis and resolution of the toughest client issues end to end, driving to root cause and a durable fix rather than a quick patch
• Prioritize and execute bug fixes, collaborating with development teams on seamless integration
• Proactively monitor and maintain system health for high availability and performance
• Develop and refine client self-service tools that reduce dependency on direct support
• Use insights from support activity to recommend and implement improvements to systems, tools, and processes
• Act as a technical partner to Services and Client Success, documenting solutions and sharing context so they can anticipate client needs
• Mentor junior support engineers and help establish standards and playbooks for the team
• Work across development, support, Services, and Client Success to solve complex challenges together

Qualifications

• 5+ years in support engineering or a closely related technical role, including owning complex, client-facing issues end to end
• Bachelor's degree in computer science or a related technical field
• Proficient in one or more object-oriented languages (Ruby, Python, Java, or JavaScript), comfortable reading, writing, and debugging production code
• Strong debugging and troubleshooting skills across the stack, including reproducing issues, reading logs and stack traces, and isolating root cause in distributed systems
• Proficient with SQL and relational databases for investigating data issues and validating fixes
• Hands-on experience with cloud environments (e.g. AWS), REST APIs, integrations, and web application architectures
• Experience writing scripts to automate repetitive tasks and diagnose issues at scale
• Proven experience partnering with Services and Client Success to deliver on client projects
• Strong written and verbal communication skills, able to convey technical issues and solutions to both technical and non-technical stakeholders, including clients.
• Ability to be on-call and serve off hours customer once every 4-5 weeks.
• Self-driven, comfortable owning your work end to end, and able to carry an idea through to implementation

Benefits & Perks

• Competitive pay commensurate with experience
• Flexible hybrid schedule (2 to 3 days onsite)
• Comprehensive health coverage: medical (BCBS PPO and HDHP/HSA options), dental and vision (Guardian)
• Health, Dependent, and Transit FSA
• Generous PTO, paid holidays, flexible summer hours, quarterly mental health days, and floating holidays
• Anual professional development stipend
• Monthly flexible benefit stipend
• 401(k) with company match
• Free in-office lunch Tuesday through Thursday
• And more!