About the Role
The role involves providing technical support for software applications, troubleshooting issues, and working closely with development and operations teams to ensure system reliability and performance.
Responsibilities
- Diagnose and resolve application-related issues reported by users
- Monitor system performance and proactively identify potential problems
- Collaborate with engineering teams to escalate and resolve bugs
- Document technical issues and resolution steps in tracking systems
- Support deployment of software updates and patches
- Respond to support tickets within defined service level agreements
- Analyze logs and system data to determine root causes
- Assist in maintaining application documentation and knowledge bases
- Work with cross-functional teams during incident response
- Ensure compliance with security and operational policies
- Provide technical guidance to non-technical stakeholders
- Participate in on-call rotations for critical system support
- Validate fixes implemented by development teams
- Track and report on support metrics and trends
- Support integration testing for new features and services
Nice to Have
- Experience supporting SaaS platforms
- Exposure to cloud infrastructure (AWS, GCP, or Azure)
- Knowledge of containerization technologies like Docker
- Understanding of CI/CD pipelines
- Experience with JavaScript or frontend frameworks
- Familiarity with security best practices in application support
- Background in smart home or IoT technologies
- Certifications in IT support or cloud platforms
- Experience with mobile application support
- Knowledge of networking fundamentals
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid work model
Team
Collaborative technical support team
About the Team
- This team focuses on ensuring high availability and performance of customer-facing applications.
- Engineers work in close partnership with product and engineering to deliver reliable software experiences.
What We Value
- Problem-solving under real-world constraints
- Clear communication across technical and non-technical audiences
- Ownership of support cases from start to resolution
Available for qualified candidates
