Senior Customer Support Engineer

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

📋 Description

• Address intricate technical escalations for enterprise clients within established SLAs

• Perform root cause analysis on technical challenges and collaborate with Engineering for long-term resolutions

• Create, document, and uphold scripts, diagnostic tools, and workflows for Customer Success self-service initiatives

• Convert technical discoveries into practical updates for Customer Success stakeholders and clients

• Engage in a rotating on-call schedule, including evenings and weekends, to ensure swift expert resolution

• Act as a technical liaison between Customer Success and Engineering

• Work directly with production systems, translating technical insights into clear subsequent actions

⛳️ Requirements

• Strong foundation in backend software engineering principles

• Proficiency in programming languages such as Python or Ruby

• Experience with APIs and databases

• Familiarity with data pipelines and contemporary development practices

• Experience with cloud service providers; GCP preferred

• Knowledge of distributed systems

• Practical experience in debugging live production systems and analyzing logs

• Ability to write scripts under time constraints

• Excellent communication and interpersonal skills across functions

• Capability to convey technical information to non-technical audiences

• High level of autonomy and self-management

• Ability to make informed triage decisions independently in fast-paced settings

🏝️ Benefits

• Health insurance

• Equity