Support Engineer – Veterinary HealthTech

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

📋 Description

• Implement technical onboarding processes, which encompass environment setup, configuration, integration arrangements, and data imports.

• Oversee customer technical offboarding procedures, including data exports, environment dismantling, access revocation, and closure documentation.

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

• Occasionally participate in live customer calls to address inquiries related to data validation.

• Take ownership of, triage, prioritize, and resolve technical tickets elevated by the Customer Experience team.

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

• Collaborate with Customer Success Managers and Implementation Managers to comprehend requests and communicate timelines and outcomes for resolutions.

• Maintain documentation, runbooks, and configurations specific to customers.

• Analyze recurring ticket patterns and create tooling, automation, or documentation enhancements.

• Adjust to new responsibilities, priorities, and projects as the needs of the organization change.

⛳️ Requirements

• Practical experience with AWS to verify changes in the environment and perform smoke tests.

• Familiarity with AWS services such as RDS, S3, EC2, and ECS.

• Proficient in creating, reviewing, merging, and verifying pull requests on GitHub.

• Outstanding written and verbal communication skills in English.

• Capability to lead customer calls and convey technical concepts in accessible language.

• Skill in drafting high-quality documentation.

• Basic understanding of data privacy, least-privilege access, and secure data management.

• Hands-on experience with ticketing/helpdesk platforms like Jira, Intercom, Front, or similar systems.

• A background check is required as a condition of employment due to access to production systems.

• Familiarity with Terraform, knowledge of Kubernetes, and experience with Helm are considered advantageous.

🏝️ Benefits

• 100% Remote Work

• Highly Competitive USD Pay

• Paid Time Off

• Work with Autonomy

• Collaborate with Leading American Companies

• Engagement Activities

• Work-Life Balance

• Diverse, Global Network and Collaboration with a Multicultural Team

• Opportunity to Work with Senior, Experienced Professionals