Support Engineer

This is a fully remote position, open to applicants in United States, +2 more states.

📋 Description

• Take ownership of the escalation process beyond the highest tier of the Support team.

• Identify and resolve complex support issues by analyzing logs and dashboards, executing database queries, and leveraging knowledge of company systems.

• Develop runbooks, diagnostic scripts, automation solutions, internal dashboards, enhanced escalation workflows, and AI-assisted triage tools.

• Mentor the Support team on technical troubleshooting and effective escalation practices, including context, logs, and steps to reproduce issues.

• Create well-defined bug tickets with reproduction steps, pertinent logs, and adequate context for the Engineering and Product teams.

• Convert customer-reported problems into documented, actionable items to allow Engineering to concentrate on development.

• Utilize AI tools to expedite issue diagnosis, maintain runbooks, and create internal tooling.

• Collaborate closely with the Support team while reporting to the Director of Engineering.

⛳️ Requirements

• Over 3 years of experience in technical support, support engineering, SRE, or a comparable role with a strong emphasis on troubleshooting, or equivalent experience showcasing robust diagnostic and systems-building abilities.

• Proficient with monitoring and observability tools, log analysis, and database queries.

• Familiarity with issue-tracking and engineering workflow tools such as Jira and GitHub.

• Excellent written communication skills with the ability to create actionable bug reports.

• Proven experience in utilizing AI tools in a professional setting.

• Capable of working remotely from Eastern, Central, or Mountain time zones.

• Eligible to work in the United States or Canada.

• Ability to read and navigate through a web application codebase, such as PHP/React or a similar language, is preferred.

• Experience in developing internal tools, dashboards, or automations for support teams is preferred.

• Familiarity with HIPAA-compliant environments is a plus.

• Experience in refining escalation processes between Support and Engineering is advantageous.

• Manual dexterity is required to operate a desktop computer and peripherals.

• A brief resume along with a written or video cover letter is required for application.

🏝️ Benefits

• Comprehensive medical insurance coverage for the employee, including Medical, Dental, and Vision.

• The company will supply a laptop and any necessary computer equipment.

• Support for career growth towards a software engineering position.

• Opportunity for remote work.