Technical Support Engineer

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

📋 Description

• Act as a reliable technical advisor and primary advocate for prominent enterprise clients.

• Replicate, troubleshoot, and escalate technical challenges to Engineering and Product teams.

• Serve as a technical authority and first point of escalation for SDK and Cloud products.

• Collaborate directly with developers to offer insights and resolve intricate issues.

• Address live escalations and production emergencies.

• Liaise with internal teams and client stakeholders during incidents.

• Engage in a 24/7 on-call rotation.

• Provide updates on incident status and take part in root cause analysis.

• Develop tools and automation to enhance support processes and decrease response times.

• Leverage AI and other technologies to establish self-service options for routine incidents.

• Champion customer requirements and drive enhancements in products.

• Continuously refine troubleshooting abilities through engaging with challenging technical issues.

⛳️ Requirements

• 2–4 years of experience in roles related to technical support engineering or software engineering.

• Capability to convert complex and ambiguous problem scenarios into clear hypotheses and actionable solutions.

• Extensive expertise in at least one pertinent domain, such as Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, or Distributed Systems.

• Bachelor’s degree in Computer Science or equivalent experience.

• Proficiency in reading and interpreting code and GitHub commits to comprehend recent modifications.

• Customer-facing abilities including active listening, empathy for clients, and managing expectations.

• Willingness to participate in a 24/7 on-call rotation.

• Previous experience in a rapidly growing company is a plus.

• Enthusiasm for developing support functions and enablement from inception to implementation is a plus.

• Proven history of cultivating strong relationships with Fortune 500 companies is a plus.

🏝️ Benefits

• Competitive salaries

• Meaningful equity

• Flexible time off

• Optional access to the Atlanta office as a workspace or meeting point with teammates

• Benefits may vary by region