Technical Support Engineer (Remote)

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Requirements:

• Experience with Amazon Web Services (AWS)
• Experience with REST APIs
• Intermediate or higher SQL knowledge
• 3 years + advanced experience troubleshooting technical problems, interfacing with engineering, and communicating with the customer during problem resolution
• Experience with Python, Javascript, Bash or similar languages is a plus
• Technical experience in an Enterprise SaaS company is a plus
• Familiarity with Windows IT-related concepts, such as file system, registry, and Active Directory is a plus
• Exceptional written and verbal communication skills
• Motivated by customer success and willingness to exceed customer expectations
• Strong listening skills with the ability to work with a variety of customer profiles
• The desire and ability to learn and be coached

Responsibilities:

• Act as level three technical support for the Customer Success team, helping troubleshoot & recreate customer issues to determine root cause
• Troubleshoot and debug web-based software using browser developer tools and internal logs
• Build technical proficiency across AlertMedia products and supported integrations, sharing knowledge through technical notes or training documents
• Work with Customer Success Managers and Engineering team to accelerate the transition from post-sales to onboarding
• Manage customer expectations and maintain a trusted advisor relationship
• Develop effective relationships internally by collaborating with Engineering and Product Management as an advocate for customer features and improvements
• Contribute to AlertMedia’s culture, values, and vision for the future