Support Engineer, Veterinary HealthTech

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

📋 Description

• Implement technical onboarding processes for new Instinct clients, encompassing environment setup, configuration, integration establishment, and data imports.

• Oversee technical offboarding for customers, which includes data exports, environment dismantling, access removal, and closure documentation.

• Conduct structured data migrations across systems or environments, ensuring validation, transformation, and quality assurance checks are performed.

• Participate in occasional live customer calls to resolve data validation inquiries.

• Take ownership of and manage technical tickets escalated by the CX team; triage, prioritize, and resolve intricate issues.

• Diagnose issues related to environment configuration, integrations, bulk data updates, and platform-wide challenges.

• Collaborate with Customer Success Managers and Implementation Managers to comprehend requests and convey resolution timelines and results.

• Keep documentation, runbooks, and customer-specific configurations up to date.

• Review recurring tickets and create tooling, automation, or documentation enhancements.

• Adjust to new tasks, priorities, and projects as the organization’s needs change.

⛳️ Requirements

• Practical skills in validating AWS environment changes and executing smoke tests.

• Working knowledge of AWS RDS, S3, EC2, and ECS.

• Expertise in creating, reviewing, merging, and validating GitHub pull requests.

• Excellent written and verbal communication skills in English.

• Capability to lead customer calls and articulate technical concepts in simple terms.

• Proficiency in drafting high-quality documentation.

• Basic understanding of data privacy best practices.

• Knowledge of least-privilege access and secure data handling procedures.

• Hands-on experience with Jira, Intercom, Front, or similar ticketing systems.

• A background check is required as a condition of engagement.

• Familiarity with Terraform is a plus.

• Understanding of Kubernetes is a plus.

• Experience with Helm is a plus.

🏝️ Benefits

• 100% Remote Work

• Highly Competitive USD Pay

• Paid Time Off

• Work with Autonomy

• Collaborate with Leading American Companies

• Engagement activities

• Work-life balance

• Collaboration with a multicultural team

• Opportunity to work with senior talent and seasoned experts