About the Role
This position involves diagnosing and resolving escalated technical issues, providing timely support to customers, and working closely with engineering and product teams to identify root causes and implement solutions.
Responsibilities
- Respond to incoming support requests via ticketing systems and email
- Diagnose and resolve technical problems reported by clients
- Escalate complex issues to appropriate internal teams when necessary
- Maintain accurate records of customer interactions and resolutions
- Collaborate with development teams to report bugs and suggest improvements
- Provide detailed documentation for known issues and fixes
- Follow established support workflows and escalation procedures
- Assist in onboarding new customers during implementation phases
- Monitor support queues for urgent or high-priority cases
- Communicate technical solutions clearly to non-technical users
- Track and report on support metrics such as response and resolution times
- Participate in on-call rotations for critical system outages
- Contribute to knowledge base content creation and updates
- Verify fixes with customers before closing tickets
- Identify recurring issues and recommend systemic fixes
- Support integration troubleshooting for client-specific configurations
- Work cross-functionally with QA and product departments
- Ensure compliance with data privacy and security policies
- Stay current with platform updates and new features
- Assist in testing patches and updates in staging environments
Nice to Have
- Experience with SCIM provisioning protocols
- Background in LMS or HRIS systems
- Exposure to AWS or other cloud platforms
- Knowledge of single sign-on configurations
- Experience with data migration projects
- Familiarity with agile development environments
- Previous work in a 24/7 support rotation
- Certifications in IT support or cloud platforms
Compensation
Competitive salary based on experience and location
Work Arrangement
Hybrid work model with flexible remote options
Team
Collaborative team environment focused on continuous improvement and customer success
What We Offer
- Opportunities for professional development and career growth
- Innovative work environment with modern tools and technologies
- Supportive culture that values teamwork and transparency
Technology Stack
- AWS cloud infrastructure
- PostgreSQL databases
- React-based frontend applications
- Node.js backend services
- Docker and Kubernetes for deployment
- Datadog for monitoring
- Slack and Jira for collaboration
Not available for this position
