Member of Engineering (Technical Support Engineer)

Lead troubleshooting and resolution of complex software and infrastructure issues, including API integrations, system configurations, and performance problems. Excellent written and verbal communication skills. Escalate complex issues to engineering teams and work closely with developers. Maintain detailed records of support interactions in our 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) and remote troubleshooting tools. Previous experience in on-prem installations is a plus.

Bridge customers and engineers to identify and solve blocking issues. Create documentation, runbooks, and tools to help the support team scale. Promote timely and professional technical support via email, chat, and phone.