About the Role
The candidate will diagnose and resolve technical problems reported by users, assist in onboarding new clients, and contribute to improving product documentation and support workflows.
Responsibilities
- Respond to customer inquiries regarding system functionality and errors
- Diagnose and resolve software configuration and integration issues
- Escalate complex technical problems to development teams with detailed reports
- Assist in deploying and configuring client environments
- Maintain accurate records of support cases and resolutions
- Collaborate with product teams to relay user feedback
- Produce clear technical documentation for internal and external use
- Support onboarding processes for new customers
- Monitor system health and proactively identify potential issues
- Participate in on-call rotations for urgent incidents
- Guide customers through troubleshooting steps via email and video calls
- Validate bug fixes and patches before customer release
- Track and report recurring support trends
- Assist in testing pre-release versions of software
- Ensure timely resolution within service level agreements
- Train support team members on new features
- Work with security team on vulnerability disclosures
- Improve response templates based on common issues
- Coordinate with third-party vendors when integrations fail
- Provide input for product usability improvements
- Maintain up-to-date knowledge of system architecture
- Support data migration efforts for enterprise clients
- Verify access permissions and authentication problems
- Document known issues and workarounds in knowledge base
- Assist in post-mortem analysis of major outages
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid remote setup with office availability in major cities
Team
Collaborative engineering and customer success teams
Technology Stack
- Primary systems run on Kubernetes clusters
- Backend services are written in Go and Python
- Frontend applications use React with TypeScript
- Infrastructure is managed through Terraform
- CI/CD pipelines are built with Jenkins and GitHub Actions
- Logs are aggregated using Fluentd and viewed in Kibana
- Monitoring is handled by Prometheus and Alertmanager
On-Call Policy
- Engineers participate in a weekly rotating on-call schedule
- On-call shifts are supported by escalation procedures
- Average incident response time target is under 15 minutes
- Compensation includes additional pay for on-call duty
- Incidents are reviewed in blameless post-mortems
- Tools include PagerDuty for alerting and routing
Professional Development
- Annual budget for conferences and training courses
- Internal tech talks held biweekly
- Mentorship program for career growth
- Access to online learning platforms
- Opportunities to contribute to open-source projects
Available for qualified international candidates
