About the Role
This position involves diagnosing and resolving technical issues reported by users, working closely with development teams to escalate bugs, and contributing to knowledge bases that improve customer self-service.
Responsibilities
- Diagnose and resolve technical problems reported by customers
- Collaborate with engineering teams to escalate and track software defects
- Document solutions and contribute to internal and external knowledge resources
- Respond to support tickets within defined service level agreements
- Reproduce reported issues to validate bug reports
- Provide technical feedback to improve product stability
- Assist with onboarding new customers during implementation phases
- Monitor support channels for urgent or high-priority incidents
- Communicate technical details clearly to non-technical stakeholders
- Track and report on support metrics and ticket trends
- Participate in rotating on-call schedules for critical systems
- Evaluate customer workflows to identify common pain points
- Support integration troubleshooting between platforms
- Assist in testing patches and updates before release
- Maintain up-to-date documentation for known issues
- Work with product teams to prioritize feature improvements
- Escalate complex technical challenges to senior engineers
- Follow incident management procedures during outages
- Ensure data security and access compliance during support interactions
- Use CRM and ticketing systems to manage customer cases
Nice to Have
- Experience supporting data-intensive applications
- Familiarity with analytics platforms or event tracking systems
- Exposure to CI/CD pipelines and deployment workflows
- Knowledge of containerization technologies like Docker
- Background in customer-facing engineering roles
- Understanding of data privacy regulations
- Experience with infrastructure monitoring tools
- Previous work in startup or high-growth environments
Compensation
Competitive salary with benefits
Work Arrangement
Remote-friendly position with flexible scheduling
Team
Cross-functional team including engineering, product, and customer success
What We Value
- Practical problem-solving over theoretical knowledge
- Clear communication across technical and non-technical teams
- Ownership of customer issues from start to resolution
- Continuous learning and skill development
- Collaborative approach to improving systems
Growth Opportunities
- Pathways to advance into engineering or technical leadership roles
- Regular feedback and performance reviews
- Access to training resources and conferences
- Mentorship from senior technical staff
Available for qualified candidates
