Technical Support Engineer

Responsibilities

• Own Customer Impacting Issues
• Serve as the primary technical owner for complex customer issues and escalations.
• Investigate and resolve technical problems spanning multiple systems and services.
• Provide clear, proactive communication to customers throughout the lifecycle of an issue.
• Coordinate Production Incident Response
• Monitor and triage production alerts impacting customers or system reliability.
• Collapse coordination incident response efforts across engineering and internal teams.
• Ensure incidents are properly documented, communicated, and followed through to resolution.
• Troubleshoot Systems and Data
• Detect and resolve issues using logs, system metrics, and SQL queries.
• Analyze system behavior to identify root causes of production problems.
• Escalate and partner with engineering teams to drive long-term fixes.
• Improve Reliability and Operational Excellence
• Develop and maintain troubleshooting documentation, runbooks, and operational processes.
• Identify recurring patterns and contribute to systemic improvements.
• Help strengthen incident response and operational best practices as the organization scales.
• Enable the Broader Support Team
• Share technical insights and best practices with colleagues.
• Act as a technical resource within the Support organization.

Requirements

• Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights.
• A demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease.
• 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role.
• Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues.
• Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments.
• Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers.
• Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution.
• Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues.

Nice to Have

• Experience participating in incident response, production alerting, or on-call rotations in a live production environment.
• Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues.
• Experience supporting or operating within SaaS or cloud-based platforms.
• Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack.
• Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms.
• Comfort analyzing application logs, system metrics, and traces to diagnose production issues.
• Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic.
• Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows.
• Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure.