Technical Support Engineer

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

📋 Description

• Take ownership of customer-impacting issues.

• Act as the primary technical lead for intricate customer concerns and escalations.

• Investigate and resolve technical challenges that span across various systems and services.

• Deliver clear and proactive communication to customers throughout the duration of an issue.

• Oversee Production Incident Response.

• Monitor and assess production alerts that affect customers or the reliability of systems.

• Coordinate incident response actions across engineering and internal teams.

• Ensure incidents are well-documented, communicated, and effectively resolved.

• Troubleshoot Systems and Data.

• Diagnose issues using logs, system metrics, and SQL queries.

• Analyze system behavior to uncover root causes of production issues.

• Escalate and collaborate with engineering teams to implement long-term solutions.

• Enhance Reliability and Operational Excellence.

• Create and maintain troubleshooting documentation, runbooks, and operational workflows.

• Identify recurring trends and contribute to overall systemic improvements.

• Assist in strengthening incident response and operational best practices as the organization grows.

• Empower the Broader Support Team.

• Share technical knowledge and best practices with team members.

• Serve as a technical resource within the Support organization.

⛳️ Requirements

• Outstanding communication skills with a customer-first approach, capable of simplifying complex technical issues into clear, actionable insights.

• Proven ability to engage in calls or remote sessions with customers during challenging times to troubleshoot and provide reassurance.

• 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role.

• Strong troubleshooting and analytical capabilities, with the capacity to swiftly diagnose and resolve intricate technical issues.

• Proficiency in SQL for data analysis, troubleshooting, and root cause investigation within production settings.

• Ability to evaluate system behavior, investigate anomalies, and debug issues across distributed systems and application layers.

• Experience collaborating closely with Engineering teams to escalate issues, provide technical context, and ensure timely resolutions.

• Comfortable working in fast-paced production environments, including managing incidents, alerts, and urgent customer-impacting issues.

• Nice to Have:

• Experience in incident response, production alerting, or participating in on-call rotations in a live production environment.

• Familiarity with observability, monitoring, and debugging tools for investigating system performance and reliability challenges.

• Experience in supporting or operating within SaaS or cloud-based platforms.

• Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack.

• Bonus:

• Experience troubleshooting API integrations, working with REST endpoints, request/response payloads, and authentication methods.

• Comfort analyzing application logs, system metrics, and traces to diagnose production complications.

• Familiarity with modern observability and monitoring platforms like Datadog, Grafana, or New Relic.

• Basic scripting or automation skills (Python, Bash, or similar) to enhance investigations or repetitive support tasks.

• Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure.

🏝️ Benefits

• A comprehensive range of medical, dental, and vision benefits.

• Stock options available for all full-time employees.

• Flexible time off policy allowing autonomy to take necessary breaks to recharge without vacation accrual limits, while coordinating with your manager and team to maintain business continuity and meet project objectives.

• A 401(k) plan with company matching, life insurance, plus long- and short-term disability coverage.

• The opportunity to make a direct impact on medical care and patient outcomes.