Technical Support Engineer

About the role

We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering.

This is a shift-based role supporting our global customers, which may include Pacific Time business hours, evenings, weekends, and some holidays.

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.
• Cook up incident response efforts across engineering and internal teams.
• Ensure incidents are properly documented, communicated, and followed through to resolution.

• Troubleshoot Systems and Data

• Dive into technical problems 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.

Bonus

• 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.