Technical Support Engineer II

New

TrueMLFinancial Software

Remote in Mexico / Remote in Dominican Republic / Remote in Costa RicaFull-TimeMiddle

Salary44,000 - 56,000 USD per year

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Job Details

2–5 years of relevant experience in technical support engineering, platform enablement, software engineering, DevOps, or production support.
Strong troubleshooting skills using observability and log-analysis platforms such as Datadog or Observe.
Experience troubleshooting applications and services operating within AWS cloud environments.
Experience investigating data using complex SQL queries.
Ability to manually test APIs using tools such as Postman or cURL, validate JSON payloads, and diagnose failures using browser developer tools.
Ability to navigate source code and application logic to correlate user-facing behavior with backend logs.
Demonstrated ability to independently investigate complex technical issues and manage competing priorities.
Strong written and verbal communication skills.
Experience using GenAI tools such as GitHub Copilot, Gemini, or Claude to assist with technical tasks.

Independently diagnose complex workflow failures, platform anomalies, and system behavior using logs, database investigation, API testing, and other technical resources.
Provide Engineering teams with rigorous, data-backed investigation results, reproduction steps, logs, and technical context.
Maintain ownership of the team's operational queue, ensuring issues have clear documentation and resolution paths.
Serve as a technical liaison between client-facing teams, Product, and Engineering.
Translate complex technical problems into clear business impact and actionable next steps.
Maintain high-quality technical documentation, troubleshooting workflows, and decision trees.
Use GenAI tools to accelerate log analysis, code understanding, script development, and documentation.

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