Customer Support Engineer
New
T
TurvoSupply chain logistics
Workplace type: Remote, Central Time; on-call coverage from 8:00 AM to 8:00 PMFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience in fast-paced technical support, application support, or a related engineering role.
- Required Skills
- ElasticSearchKibanaMongoDBMySQLRabbitmqRESTful APIs
Requirements
- Have 3+ years of experience in fast-paced technical support, application support, or a related engineering role.
- Hold a bachelor’s degree in Engineering, Computer Science, Information Technology, Computer Information Systems, or a related field, or have equivalent practical experience.
- Bring strong troubleshooting skills and a customer-centric mindset.
- Have hands-on experience with Kibana, Elasticsearch, MySQL, MongoDB, Browser Developer Tools, REST APIs / OpenAPI, RabbitMQ, Java Debugging, or Python Scripting.
- Be able to work independently, manage multiple priorities, and own issues from start to finish.
- Be willing to work flexible hours and participate in holiday and on-call rotations to meet customer SLA requirements.
- Have excellent written and verbal communication skills for interactions with customers and internal stakeholders.
- Be proficient with support tools, CRM systems, and remote support technologies.
- Adapt to evolving industry trends and a dynamic support environment.
Responsibilities
- Own and manage customer-reported product issues through resolution within defined SLAs.
- Perform root cause analysis and coordinate with engineering teams to resolve issues.
- Diagnose and resolve product and third-party integration issues.
- Investigate, document, and escalate complex or systemic issues to engineering teams.
- Provide rotating on-call coverage for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time.
- Collaborate with product management, engineering, and site reliability engineering to identify recurring issues and improvement opportunities.
- Share customer insights and feedback to influence product enhancements.
- Create and maintain technical documentation and knowledge base articles for internal teams and customers.
- Stay current with new products and services through monthly releases.
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