About the Role
The role involves diagnosing and resolving technical issues reported by users, providing clear communication during incident resolution, and contributing to product improvements through feedback and documentation.
Responsibilities
- Identify and resolve customer-reported technical issues
- Document troubleshooting steps and solutions
- Collaborate with engineering teams to escalate bugs
- Respond to support tickets within defined service level agreements
- Provide post-incident analysis for recurring problems
- Assist in maintaining support documentation
- Onboard new customers onto the platform
- Monitor system alerts and respond to outages
- Reproduce reported bugs in test environments
- Communicate technical details to non-technical stakeholders
- Track support metrics and report on performance
- Participate in rotating on-call schedules
- Verify fixes before closing support cases
- Suggest product enhancements based on user feedback
- Assist with API integration support
- Conduct root cause analysis for critical issues
- Support internal teams with technical inquiries
- Maintain data security during support interactions
- Follow escalation protocols for high-severity incidents
- Assist in testing patches before deployment
- Improve response templates based on common cases
- Coordinate with product managers on feature clarification
- Validate customer configurations for compatibility
- Assist with documentation of known issues
- Contribute to knowledge base articles
Nice to Have
- Experience supporting enterprise customers
- Background in software development
- Familiarity with Kubernetes
- Knowledge of CI/CD pipelines
- Experience with infrastructure as code
- Exposure to observability tools
- Certifications in cloud platforms
- Prior work in startup environments
- Experience with database administration
- Knowledge of security best practices
- Familiarity with single sign-on systems
- Experience with performance troubleshooting
- Understanding of distributed systems
- Background in DevOps practices
- Experience with incident response frameworks
Compensation
Competitive salary with benefits
Work Arrangement
Hybrid work model
Team
Collaborative engineering and customer support team
About the Role
- This position is responsible for ensuring customers can effectively use the platform by resolving technical challenges and improving support processes.
- Engineers work directly with product and engineering teams to drive fixes and long-term solutions.
What We Value
- Clear communication under pressure
- Ownership of customer issues from start to resolution
- Curiosity in diagnosing complex technical problems
- Proactive contributions to documentation and tooling
Available for qualified candidates
