Product Support Engineer

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

📋 Description

• Taking ownership of intricate technical escalations from start to finish, orchestrating investigations and resolutions across various teams and system layers.

• Conducting thorough technical investigations related to SaaS application behavior, APIs, integrations, SQL databases, and containerized/cloud-native environments.

• Navigating through ambiguous, previously undocumented, or pre-runbook issues while making contributions to enhance operational knowledge and troubleshooting documentation.

• Collaborating effectively with Engineering, Infrastructure, Customer Success, and other teams during significant investigations.

• Composing high-quality bug reports, technical documentation, escalation summaries, and enhancing internal tools and troubleshooting processes.

• Engaging in on-call rotations, which may include occasional nights, weekends, and select holidays as necessary.

⛳️ Requirements

• Possess a Bachelor's Degree in Computer Science/Engineering or a High School Diploma in a relevant field.

• Have substantial Tier 3 or senior technical support experience with complex B2B SaaS and cloud-native environments.

• Exhibit the capability to independently investigate and resolve intricate technical escalations involving applications, infrastructure, APIs, and data layers.

• Demonstrate expertise in resolving issues within SaaS applications, APIs, integrations, SQL, Linux systems, containerized environments, Kubernetes, and related technologies.

• Show advanced SQL proficiency, including the ability to read and validate relational data, perform joins, filtering, troubleshoot queries, and operate securely in production-adjacent databases.

• Exhibit the ability to explore problems beyond documented procedures, devise innovative solutions, and share operational insights with the team.

• Communicate clearly and effectively with both technical and non-technical audiences while balancing customer impact, technical accuracy, and the quality of escalations.

🏝️ Benefits

• We prioritize your health, well-being, financial security, and life outside of work.

• FlexBase is designed to adapt to the needs of your job.

• Our approach focuses on empowering employees to perform at their best rather than dictating where they should work.

• We trust our exceptional employees to work in the environments that suit them best: whether at home, in an office, or a blend of both.