Member of Engineering (Technical Support Engineer)

Lead the troubleshooting and resolution of complex software and infrastructure issues. Communicate effectively with customers and engineers in writing and verbally. Create and maintain comprehensive documentation for troubleshooting. Escalate complex issues to engineering teams and collaborate on resolutions. Maintain detailed records of support interactions in the ticketing system. Strong knowledge of AWS (or equivalent), Kubernetes, Linux, and Networking. Knowledge of monitoring and alerting tools (Grafana, Prometheus, Datadog). Ability to work independently, prioritize tasks, and manage time effectively. Experience with support ticketing systems (e.g., Zendesk, Freshdesk, Jira). Experience with remote troubleshooting tools. Previous experience in on-prem installations is a plus.

Serve as the first point of contact for customers experiencing technical issues. Troubleshoot, diagnose, and resolve technical problems across SaaS and on-prem deployments. Bridge customers and engineers to identify and solve customer-blocking issues. Create documentation, runbooks, and tools to help the support team scale. Promote timely and professional technical support via email, chat, and phone.