Technical Support Engineer US

About the role

We are looking for a Technical Support Engineer to join our remote team in the Americas. This role involves triaging and owning technical support tickets from enterprise customers, collaborating with a global team across time zones, investigating incidents methodically, and contributing to the team's shared knowledge base.

Responsibilities

• Triage and own technical support tickets from enterprise customers, collaborating with a global team across time zones
• Investigate incidents methodically—reading logs, running queries, tracing replication issues—and surface the root cause, not just the fix
• Write clear internal notes and handover documentation so the next engineer can pick up exactly where you left off (this is not optional; notes are the job)
• Attempt repros of customer issues and document the steps for others to replicate
• Escalate to engineering when warranted, with enough evidence that they can act immediately
• Contribute to the team's shared knowledge base and improve how we handle problems we've seen before
• Be the calm, professional voice a customer hears when their weekend just got complicated

Requirements

• Bilingual in English and Spanish
• Jump in when something unfamiliar comes across the queue and start reading, not waiting
• Embrace not knowing the answer yet, seeing it as the start of something, not a reason to hold back
• Not afraid to reach out for help when you're stuck, knowing it's a sign that you are learning
• Have a technical background in any discipline—software, systems, automotive, aerospace, networking, electronics, etc.
• Familiarity with Linux tools—using find and grep to navigate a filesystem
• Note taking is how you gain context. Write down what you found, what you tried, and what you plan to do next, every time.

Qualifications

• Experience with any relational database—writing queries

Skills

• Technical problem-solving skills
• Collaboration and communication skills
• Ability to work independently and manage time effectively

Benefits

• Competitive compensation, commensurate with experience
• Health plans
• Retail plans
• Retirement plans
• Unlimited paid time off (PTO)

Pay

$90,000 – $120,000 USD annually, depending on skills and experience. This position is based in the U.S. Candidates must have authorization to work in the United States. Sponsorship may be considered only under specific circumstances aligned with current regulatory requirements.

Schedule and Compensation

• Shift: Monday-Friday
• Location: Remote, Americas (Preference for Central Time)
• Compensation: Competitive, commensurate with experience

Equal Employment Opportunity Statement

We are committed to a diverse workforce and equal employment opportunity. We are committed to a diverse workforce and equal employment opportunity. We are committed to a diverse workforce and equal employment opportunity.