Senior Technical Support Engineer
New
Fully remote work within eligible locations in the United StatesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- PythonSQLTypeScriptGrafanaRESTful APIsLinuxTroubleshootingDistributed Systems
Requirements
- 3+ years of experience in Technical Support, Site Reliability Engineering, or similar technical roles in SaaS or web environments.
- Strong understanding of software architecture, APIs (REST, webhooks), and distributed systems concepts.
- Proven ability to troubleshoot complex web applications and identify root causes effectively.
- Hands-on experience with observability and monitoring tools such as Grafana or similar platforms.
- Proficiency in SQL and ability to write complex queries; basic scripting skills in languages such as Python or TypeScript.
- Familiarity with Linux, Mac, and Windows environments.
- Experience with incident management processes and production support workflows.
- Strong communication skills with the ability to explain complex technical issues clearly to diverse audiences.
- Experience writing technical documentation and contributing to knowledge bases.
- Proactive, collaborative mindset with strong problem-solving and prioritization skills.
Responsibilities
- Own and resolve complex technical support cases end-to-end, ensuring timely diagnosis, troubleshooting, and resolution of customer issues.
- Investigate, replicate, and document system and application issues, including detailed bug reports for engineering teams.
- Serve as escalation point for high-severity incidents, including production outages and feature failures.
- Participate in on-call rotations and lead incident response efforts, ensuring effective communication and resolution during critical events.
- Analyze system behavior and logs using observability tools to identify root causes and recurring patterns.
- Write and optimize complex SQL queries and scripts to generate insights and support troubleshooting efforts.
- Collaborate with engineering teams to escalate unresolved issues and contribute to long-term fixes and system improvements.
- Identify opportunities for automation, process optimization, and knowledge base improvements to reduce recurring issues.
- Contribute to cross-team initiatives, technical documentation, and standardized support practices.
- Support hiring efforts and mentor junior team members to strengthen overall team capability.
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