Support Engineer

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Triage, investigate, and resolve technical support tickets related to CRM, data, integration, and configuration challenges.

• Utilize SQL, logs, APIs, and application monitoring tools to determine root causes and verify fixes.

• Assist with integrations involving dealership management systems and diagnose sync failures, data mapping issues, and configuration errors.

• Proactively communicate with dealers and internal teams, providing clear updates, timelines, and resolution notes.

• Manage escalations, document findings, and collaborate closely with development, product, and customer success teams.

• Contribute to the development of AI-assisted workflows for ticket classification, diagnostic support, customer communication, and repeatable configuration solutions.

• Create and maintain knowledge base content, runbooks, and process documentation for recurring support issues.

⛳️ Requirements

• 3–5 years of experience in technical support, application support, platform operations, or a hybrid support/development position.

• Proficient SQL skills and experience using queries to investigate data issues, trace sync problems, and validate records.

• Familiarity with reviewing application logs or utilizing monitoring tools such as Azure Application Insights or similar platforms.

• Comfortable troubleshooting APIs, integrations, request/response flows, and system transitions.

• Ability to read code, such as C# or a comparable language, sufficiently to comprehend application behavior and support root cause analysis.

• Excellent written communication skills and the capability to articulate technical issues clearly to both technical and non-technical audiences.

• A process-improvement mindset with an interest in automation, AI tools, and enhancing support workflows.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Basic life insurance

• Short-term disability

• Long-term disability

• 401(k) participation with company match

• Minimum of 10 days of vacation for new employees

• Sick time based on state requirements

• 8 Company-paid holidays per year

• 2 personal holidays per year