About the Role
The role involves troubleshooting technical problems reported by users, delivering timely solutions, and working closely with development teams to escalate and resolve complex issues.
Responsibilities
- Diagnose and resolve technical issues reported by customers
- Respond to support tickets within defined service level agreements
- Document troubleshooting steps and resolutions in the support system
- Escalate complex technical problems to engineering teams
- Provide detailed feedback to improve product stability
- Assist in writing and updating knowledge base articles
- Monitor system alerts and proactively address potential outages
- Guide customers through configuration and setup processes
- Reproduce reported bugs in test environments
- Collaborate with product teams to clarify feature behavior
- Track and report on support metrics and response times
- Participate in on-call rotations for critical issues
- Validate fixes before closing support cases
- Communicate technical details clearly to non-technical users
- Support integration efforts with third-party platforms
- Conduct post-mortems on major incidents
- Assist with onboarding new customers
- Identify patterns in customer issues to suggest product improvements
- Maintain accurate records of customer interactions
- Follow security protocols when accessing customer systems
Nice to Have
- Experience with AI or machine learning platforms
- Exposure to Kubernetes or Docker environments
- Background in SaaS support roles
- Knowledge of Python or JavaScript
- Certifications in cloud platforms or IT support
- Experience with observability tools
- Prior work in startup environments
- Familiarity with CI/CD pipelines
Compensation
Competitive salary with benefits
Work Arrangement
Remote
Team
Small, agile team focused on rapid problem resolution and customer success
What We Value
- Practical problem-solving over theoretical knowledge
- Ownership of issues from start to resolution
- Clear and honest communication with customers
- Continuous learning and skill development
- Collaboration across technical teams
Growth Opportunities
- Pathways to senior support and engineering roles
- Regular training on emerging technologies
- Mentorship from experienced team members
- Opportunities to contribute to product design
Available
