About the Role
This position involves diagnosing and resolving advanced technical inquiries, guiding users through solutions, and collaborating with engineering teams to improve product stability and user experience.
Responsibilities
- Diagnose and resolve intricate technical issues reported by users
- Provide timely and accurate responses to support tickets
- Escalate critical bugs to engineering teams with detailed reports
- Document solutions and contribute to knowledge base improvements
- Guide users through configuration and troubleshooting steps
- Identify recurring issues and recommend product enhancements
- Collaborate with development teams to clarify technical requirements
- Maintain up-to-date understanding of platform features and updates
- Assist in refining support workflows and response protocols
- Communicate technical concepts clearly to non-technical users
- Monitor support channels for urgent customer needs
- Validate fixes with users post-resolution
- Participate in on-call rotations for critical incidents
- Contribute to training materials for internal and external audiences
- Support integration troubleshooting across various services
- Analyze logs and system behavior to isolate root causes
- Work within service level agreements for response and resolution times
- Engage in post-mortems for major incidents
- Advocate for user needs in product discussions
- Assist in testing patches and updates before release
- Ensure data privacy and security during support interactions
- Maintain professionalism in high-pressure situations
- Track metrics related to support performance
- Coordinate with customer success for escalated accounts
- Support localization efforts for documentation when needed
Compensation
Competitive salary and benefits package
Work Arrangement
Remote
Team
Distributed team supporting a global user base
Tech Stack
Node.js, Express, PostgreSQL, Redis, Docker, Kubernetes, REST APIs, Git, CI/CD pipelines
Culture
- Asynchronous communication, transparency, ownership, continuous learning, and user-centric focus are core values
- Team members are encouraged to propose improvements and lead initiatives
Growth Opportunities
- Opportunities to contribute to product design, documentation, and tooling improvements
- Access to learning budgets and time for professional development
Not applicable; role is remote and open to North American residents
