Customer Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of complex escalated support issues, diagnosing and resolving application and infrastructure challenges across the entire stack.

• Examine and address issues within the AWS environment, including Aurora PostgreSQL, CloudWatch, and Splunk.

• Work collaboratively with engineering teams to identify root causes and implement long-term solutions for recurring problems.

• Provide support for system monitoring, alerting, and incident response to ensure availability and performance.

• Record technical findings, resolutions, and operational runbooks for the broader support team.

• Aid in release validation and post-deployment verification in partnership with engineering.

⛳️ Requirements

• Candidates must be authorized to work in the United States. In accordance with federal contract requirements, some roles may also necessitate U.S. citizenship and the capacity to obtain and maintain a federal background check and/or a security clearance.

• Practical experience providing Tier 3 or full stack technical support in enterprise environments.

• Expertise in troubleshooting Java backend and React frontend applications.

• Experience within AWS environments, including monitoring tools such as CloudWatch and Splunk.

• Familiarity with PostgreSQL and the ability to investigate data-related challenges.

• Understanding of CI/CD pipelines and their impact on system behavior during deployments.

• Experience in supporting federal systems or compliance-focused environments is advantageous.

• Flourishes in a remote, collaborative Agile environment and genuinely enjoys close collaboration with engineering and operations teams.

• Communicates effectively and transparently, whether drafting an incident report or guiding a Tier 1 analyst through a solution.

• Performs additional related duties as assigned.

🏝️ Benefits

• Fully remote work environment.

• Tech & Education Stipend.

• Comprehensive Benefits Package.

• Company Match 401(k) plan.

• Flexible PTO and Paid Holidays.