About the Role
The role involves diagnosing and resolving technical issues, supporting customers during onboarding, and collaborating with engineering teams to escalate and track bugs effectively.
Responsibilities
- Diagnose and resolve customer-reported technical issues
- Respond promptly to support tickets and inquiries
- Guide users through configuration and setup processes
- Document troubleshooting steps and solutions
- Escalate complex technical problems to engineering teams
- Maintain accurate records of support interactions
- Assist with onboarding new clients
- Test reported bugs and verify fixes
- Provide feedback to product teams based on user issues
- Monitor system performance for anomalies
- Support integration of software with client systems
- Follow established support workflows and protocols
- Communicate technical details clearly to non-technical users
- Participate in on-call rotations for critical issues
- Update knowledge base articles regularly
- Track and report recurring support trends
- Collaborate with QA to reproduce issues
- Assist in writing technical documentation
- Ensure compliance with data security policies
- Work across time zones to support global clients
Compensation
Competitive salary with performance incentives
Work Arrangement
Hybrid with flexible hours
Team
Part of a distributed engineering support team
Technology Stack
- AWS and Google Cloud Platform
- Docker and Kubernetes
- PostgreSQL and Redis
- React and Node.js
- Splunk and Datadog
- Jira and Confluence
- GitHub and CI/CD pipelines
Growth Opportunities
- Path to senior support roles
- Cross-training in engineering teams
- Access to certification programs
- Regular performance reviews
- Internal mobility options
Available for qualified candidates
