Platform Support Engineer
New
I
IntradiemCustomer Service SaaS
Remote, US, M–F, 8 AM EST to 8 PM EST with on-call availability for Priority 1 escalationsFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- Minimum of 7+ years of experience in technical product support, software development, or a senior technical troubleshooting capacity.
- Required Skills
- SQLMicrosoft SQL ServerSalesforce
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 7+ years of experience in technical product support, software development, or senior troubleshooting.
- Minimum of 3+ years experience in SaaS support at a senior or platform level.
- Proficiency in Microsoft SQL Server and writing/executing SQL scripts in production environments.
- Deep understanding of service-oriented architecture.
- Demonstrated experience with monitoring, alerting, and log aggregation solutions.
- Advanced to Expert knowledge of Windows systems administration.
- Experience with Salesforce or comparable CRM systems for case management.
- Familiarity with production change control and governance standards.
- Experience with troubleshooting tools such as Fiddler, Wireshark, Debugview, or Process Monitor.
- ITIL Foundation certification is preferred.
- Experience with Call Center Technology or Workforce Management platforms is preferred.
Responsibilities
- Serve as an escalation resource for complex, platform-level issues exceeding standard troubleshooting scope.
- Conduct deep-dive root cause analysis using log analysis, platform diagnostics, and database-level investigation.
- Write, review, and execute database scripts for production environments following change control standards.
- Manage and prioritize the technical bug backlog in Salesforce, reporting status to leadership.
- Act as the primary liaison between Technical Experience and Sustaining Engineering teams.
- Own administration of monitoring and alerting platforms like Grafana, Site24x7, and ELK.
- Develop and maintain advanced knowledge content, diagnostic tooling, and runbooks.
- Provide technical mentorship to the broader Technical Support team.
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