About the Role
This role involves providing advanced technical support for a complex software platform, diagnosing system issues, collaborating with engineering teams, and ensuring high levels of service for enterprise customers.
Responsibilities
- Diagnose and resolve complex technical issues reported by customers
- Analyze system logs and application behavior to identify root causes
- Provide timely responses to support requests through defined channels
- Escalate critical problems to development teams with detailed documentation
- Reproduce reported issues in test environments to validate solutions
- Collaborate with engineering teams to implement fixes and patches
- Maintain knowledge base articles for common troubleshooting procedures
- Monitor application performance and system health metrics
- Support deployment of updates and hotfixes in coordination with operations
- Guide customers through workaround procedures when immediate fixes are unavailable
- Track and manage support tickets to ensure resolution within SLA
- Participate in on-call rotations for urgent production issues
- Conduct post-mortem analysis after major incidents
- Assist in testing patches before release to production
- Communicate technical details clearly to non-technical stakeholders
- Ensure compliance with security and data handling policies
- Document configurations and system dependencies
- Work across time zones to support global customers
- Follow structured processes for issue classification and routing
- Contribute to continuous improvement of support workflows
- Use diagnostic tools to analyze application behavior
- Coordinate with quality assurance teams on defect validation
- Support integration troubleshooting between systems
- Maintain awareness of product roadmap changes
- Assist in training new support team members
Nice to Have
- Experience supporting insurance or financial services software
- Knowledge of XML and data transformation technologies
- Exposure to containerization platforms like Docker
- Familiarity with monitoring tools such as Splunk or Datadog
- Understanding of Agile development methodologies
- Experience with test automation frameworks
- Background in application performance tuning
- Certifications in relevant technical domains
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid
Team
Collaborative technical support team within engineering organization
About the Role
This position supports a critical software platform used by large organizations, focusing on stability, performance, and issue resolution. Engineers work closely with development, operations, and customer teams to ensure seamless operation of application systems.
What You’ll Do
Handle incoming technical inquiries, perform root cause analysis, and deliver effective solutions. Contribute to system reliability by identifying patterns in reported issues and recommending improvements. Engage with cross-functional teams to resolve complex technical challenges.
Who You Are
A technically proficient individual with a strong background in software troubleshooting and customer support. You communicate clearly, document thoroughly, and approach problems methodically. You thrive in fast-paced environments and are committed to delivering high-quality service.
Not available
