Platform Support Engineer

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

📋 Description

• Act as an escalation point for intricate platform-level issues that go beyond standard troubleshooting methods.

• Perform comprehensive root cause analysis, which includes database inquiries, log assessments, and platform diagnostics.

• Develop, review, and execute sanctioned database scripts while adhering to change-control and governance protocols.

• Take ownership of the triage, prioritization, and upkeep of the technical bug backlog in Salesforce.

• Deliver consistent reporting to Engineering and CX leadership.

• Facilitate communication between Technical Experience and Sustaining Engineering through engineering syncs and sprint reviews.

• Establish and enforce escalation criteria alongside Technical Experience and Engineering leadership.

• Collaborate with internal teams on cases that have significant implications for customers or the company.

• Create and maintain advanced knowledge resources, runbooks, and diagnostic tools.

• Lead initiatives in monitoring, alerting, automation, and enhancements to support processes.

• Provide mentorship to Technical Support Engineers.

• Manage Grafana, Site24x7, ELK, and other internal monitoring and alerting systems.

• Develop, modify, test, and mute alerts; maintain dashboards; and onboard data sources and hosts.

• Handle platform access and licensing responsibilities, including Keycloak administration and client license updates.

• Keep monitoring and alerting documentation up to date in Confluence.

• Work Monday to Friday, from 8 AM to 8 PM EST, with on-call availability for Priority 1 escalations outside of standard hours.

• Conduct business in accordance with Intradiem policies and procedures while performing other assigned tasks.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.

• At least 7 years of experience in technical product support, software development, or a senior technical troubleshooting role.

• A minimum of 3 years of experience in senior/platform-level SaaS support.

• Over 3 years of experience with Microsoft SQL Server.

• More than 3 years of experience crafting and executing SQL scripts in production or near-production settings.

• Profound understanding of service-oriented architecture.

• Experience with monitoring, alerting, and log aggregation technologies.

• Familiarity with tools like Fiddler, Wireshark, Debugview, or Process Monitor.

• Strong preference for experience with Call Center Technology, Software, or Workforce Management Platforms.

• Knowledge of Salesforce or similar CRM systems, including case management and reporting.

• Advanced to Expert level proficiency in Windows systems administration.

• Awareness of change control processes and governance standards for production database access.

• ITIL Foundation certification is desirable.

• Outstanding analytical and problem-solving capabilities within complex, multi-system technical environments.

• Ability to work independently with minimal guidance, prioritize competing demands, and make sound technical decisions under pressure.

• Excellent communication skills for articulating technical details to engineering colleagues and non-technical stakeholders.

• Legal authorization to work in the country where the role is located at the time of application.

🏝️ Benefits

• A people-first culture that emphasizes trust, respect, and flexibility.

• The chance to dedicate time and effort to initiatives that enhance communities.

• A human-led hiring and candidate evaluation process.