Technical Support Engineer
Inactive
US, Pacific Time business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- SQL
Requirements
- Exceptional communication skills with a customer-first mindset
- 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role
- Strong troubleshooting and analytical skills
- Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments
- Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers
- Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution
- Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues
Responsibilities
- Own Customer Impacting Issues
- Serve as the primary technical owner for complex customer issues and escalations
- Investigate and resolve technical problems spanning multiple systems and services
- Provide clear, proactive communication to customers throughout the lifecycle of an issue
- Coordinate Production Incident Response
- Monitor and triage production alerts impacting customers or system reliability
- Coordinate incident response efforts across engineering and internal teams
- Ensure incidents are properly documented, communicated, and followed through to resolution
- Troubleshoot Systems and Data
- Diagnose issues using logs, system metrics, and SQL queries
- Analyze system behavior to identify root causes of production problems
- Escalate and partner with engineering teams to drive long-term fixes
- Improve Reliability and Operational Excellence
- Develop and maintain troubleshooting documentation, runbooks, and operational processes
- Identify recurring patterns and contribute to systemic improvements
- Help strengthen incident response and operational best practices as the organization scales
- Enable the Broader Support Team
- Share technical insights and best practices with colleagues
- Act as a technical resource within the Support organization
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