Support Engineer

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

📋 Description

• Deliver email and live technical assistance to enterprise clients as the primary resource for intricate technical challenges, bug identification, and critical outages.

• Detect and replicate product issues, conduct quality assurance, and submit formal bug documentation or feature proposals to the Engineering team.

• Work in conjunction with software developers, sales engineers, and technical account managers to keep all teams informed about customer-related issues.

• Optimize and enhance Support and Engineering workflows and tools.

• Create internal runbooks or public-facing documentation.

• Assist the team in boosting efficiency and effectiveness.

• Ensure customers experience a positive support interaction in every engagement.

⛳️ Requirements

• Over 4 years of advanced technical support experience in a customer-facing role.

• Proficiency with MySQL or similar databases like MariaDB and Aurora, along with SQL query optimization skills.

• Strong skill set in Kubernetes and system administration.

• Experience in testing software and identifying its limitations.

• Practical experience with Linux.

• Ability to monitor system I/O utilization and assess network throughput.

• Proficiency in navigating large log files.

• Familiarity with a scripting or programming language such as Python, Bash, or Go.

• Capability to navigate through a codebase.

• Understanding of distributed systems and cloud platforms such as AWS or GCP.

• Comprehension of how organizations deploy and manage distributed applications and services across multiple servers.

• Excellent verbal and written communication skills in English.

• Ability to convey technical concepts to a diverse range of end-users.

🏝️ Benefits

• Competitive base salary ranging from $90,000 to $130,000 USD annually.

• Eligibility for performance-based raises and annual bonuses for specific positions.

• Comprehensive total compensation and benefits package.