Technical Support Engineer
New
A
AidocHealthcare AI
US, Pacific Time business hours, evenings, weekends, and some holidays.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- SQLDebuggingSaaSDistributed SystemsTechnical support
Requirements
- 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role.
- Proficiency in SQL for data investigation, troubleshooting, and root cause analysis.
- Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues.
- Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems.
- Experience partnering closely with Engineering teams to escalate issues and provide technical context.
- Excellent communication skills with a customer-first mindset.
- Ability to handle shift-based work including Pacific Time business hours, evenings, weekends, and holidays.
Responsibilities
- Serve as the primary technical owner for complex customer issues and escalations.
- Investigate and resolve technical problems spanning multiple systems and services.
- Monitor and triage production alerts impacting customers or system reliability.
- Coordinate incident response efforts across engineering and internal teams.
- Diagnose issues using logs, system metrics, and SQL queries.
- Develop and maintain troubleshooting documentation, runbooks, and operational processes.
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