Senior Support Engineer - Tooling & Automation
New
J
JobgetherTechnology
Based in United StatesFull-TimeSenior
Salary79,000 - 109,250 USD per year
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Job Details
- Required Skills
- DockerPythonKubernetesTypeScriptTroubleshootingTechnical support
Requirements
- Experience providing customer technical support, diagnosing complex issues, resolving nuanced problems, and determining escalation paths.
- Experience building, maintaining, or improving internal or Support-focused tooling.
- Hands-on experience applying AI technologies to tools, workflows, integrations, or automations.
- Strong written and verbal communication skills for technical and non-technical audiences.
- Experience working directly with external users and delivering customer support.
- Ability to prioritize shifting customer needs, technical constraints, and competing requests.
- Strong independent time-management skills.
- Strong documentation skills, including creating and maintaining internal resources and support materials.
- Structured troubleshooting and problem-solving skills, including testing hypotheses and investigating edge cases.
- Familiarity with systems, integrations, and customer environments.
- Experience collaborating with cross-functional teams and mentoring teammates.
- Familiarity with Jira Service Management, GitHub, Docusaurus, Docker, Kubernetes, Terraform, AWS, Google Cloud, messaging systems, Node.js, Python, TypeScript, PostgreSQL, Elasticsearch, AI APIs, or Generative AI tools.
Responsibilities
- Guide customers through implementations and troubleshoot technical issues across varied scenarios.
- Resolve complex support issues independently and determine when escalation is appropriate.
- Design, build, maintain, and improve internal Support tooling.
- Identify workflow opportunities and develop scalable automations.
- Evaluate and apply AI and emerging technologies to Support tools, workflows, integrations, and automations.
- Lead support for complex customer use cases and advanced implementation challenges.
- Communicate customer needs and constraints to internal teams, balancing expectations with technical realities.
- Collaborate with Product, Engineering, Data Science, UX, Account Management, and Sales.
- Maintain customer-facing and internal documentation, including onboarding materials, support guides, and technical best practices.
- Mentor Support Engineers and share technical best practices.
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