Technical Support Engineer

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

📋 Description

• Deliver Level 3 support for our Stream+ platform.

• Identify, troubleshoot, and rectify production issues, ensuring prompt resolution to minimize customer impact.

• Perform root cause analysis (RCA) for recurring problems and implement lasting solutions.

• Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and optimal performance.

• Collaborate with Level 1 and Level 2 support teams to escalate and efficiently resolve issues.

• Document solutions, enhancements, and issue resolutions to promote knowledge sharing and future reference.

• Aid in the release of hotfixes or patches in partnership with the development team.

• Ensure adherence to Service Level Agreements (SLAs) concerning response times and issue resolution.

• Provide feedback to product and engineering teams regarding product supportability and customer challenges.

⛳️ Requirements

• Over 5 years of experience in a technical support position.

• Strong expertise in at least one programming language such as Ruby, Golang, Python, or Javascript.

• Comprehensive knowledge of Microsoft SQL (MS SQL) for database maintenance and troubleshooting.

• Strong familiarity with REST APIs and experience in diagnosing API-related issues.

• Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch).

• Proven track record in conducting root cause analysis (RCA) and resolving production issues.

• Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining Service Level Agreements (SLAs).

• Exceptional communication skills for effective interaction with customers and internal teams.

• Ability to work independently and address production issues in high-pressure situations.

• Previous experience in CST shifts or a support-focused role is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work hours and remote working options.

• Collaborative and inclusive work environment.