Senior Technical Support Engineer

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

📋 Description

• Taking charge of reported issues and overseeing their resolution from inception to completion.

• Performing research, diagnosing problems, troubleshooting, and identifying solutions for system and service issues.

• Reproducing reported problems and documenting detailed bug reports.

• Escalating unresolved matters to the relevant development teams and creating standardized solutions for the knowledge base.

• Managing crises in case of feature malfunctions or application outages.

• Participating in an on-call rotation and leading production incident responses.

• Developing and reporting on key metrics; for instance, generating custom reports and crafting complex SQL queries.

• Leading cross-team initiatives that have a broad impact beyond your immediate team.

• Taking accountability for the technical design of new services and tools.

• Identifying gaps in issues and processes, offering data-driven solutions.

• Streamlining and automating repetitive tasks.

• Collecting feature requests and ensuring they are visible to the appropriate stakeholders for planning.

• Actively engaging in the hiring process and referring candidates.

⛳️ Requirements

• Over 3 years of experience in Technical Support, Site Reliability Engineering (SRE), or a comparable technical role.

• Strong grasp of software programming and system architecture.

• Comprehensive knowledge of APIs (REST, webhooks).

• Solid capability to troubleshoot web applications and ascertain root causes.

• Extensive knowledge and experience with observability tools (e.g., Grafana).

• Proficient in crafting complex SQL queries and basic scripting.

• Comfortable operating in Mac, Linux, and Windows environments.

• Experience with incident management procedures.

• Proven ability to mentor and support team members.

• A proactive mindset towards teamwork, a solutions-oriented attitude, and excellent interpersonal skills.

• A data-driven approach to problem-solving and decision-making.

• Familiarity with TypeScript, Python, Postgres, or ReactJS.

• Ability to work independently without supervision, prioritize effectively, and consistently deliver results.

• Proficient in both written and spoken English.

• Experience in creating highly technical yet clear documentation and presentations.

🏝️ Benefits

• Fully remote position available within our eligible locations in the USA (West Coast based).

• Additional recharge days per year beyond your annual vacation days.

• Stock options that enable you to participate in our success.

• 401(k) matching.

• Comprehensive medical, dental, and vision insurance to promote your physical and mental well-being.

• Learning and Development and Health & Sports budgets that you can customize to meet your needs.

• Four weeks of fully paid sabbatical leave upon reaching your 5th work anniversary.