Technical Support Engineer I

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

📋 Description

• Troubleshooting and collaborating with cross-functional teams to address highly complex software and technical challenges.

• Engaging directly with clients to identify root causes and facilitate prompt resolutions.

• Taking responsibility for recognized technical issues, uncovering their root causes, and resolving them at their core.

• Assessing and prioritizing development issues, effectively communicating business impacts to Product Management and Development teams for appropriate triage of high-impact matters.

• Supporting communication and testing for scheduled maintenance events related to application infrastructure, feature releases, and significant application-impacting occurrences.

• Managing issues and escalating when necessary; driving resolutions with speed and agility to match customer urgency.

⛳️ Requirements

• A minimum of 2 years of experience working on complex cases.

• Proficient in utilizing and validating generative AI tools to research issues, speed up troubleshooting, and enhance productivity.

• Familiarity with REST API frameworks.

• Over 1 year of experience with SQL and relational databases.

• Understanding of email technologies (such as SMTP, iMail, LDAP, etc.), networking, and internet connectivity.

• A creative and inquisitive mindset.

• Exceptional attention to detail, along with strong listening and research abilities.

• A talent for producing accurate and timely documentation.

• The capability to empathize with customers and convey reassurance.

• Bonus points for experience in Prompt Engineering.

• A B.S. degree in Computer Science, Engineering, Information Systems, or Mathematics.

• Experience with ELK Query Language programming.

🏝️ Benefits

• Benefits eligibility begins on DAY ONE, including Medical, Dental, Vision, 401(k), 401(k) Match, and more.

• Unlimited Planned Paid Time Off.

• Global Mental Health Support.

• On-Demand Learning & Development opportunities.

• Quarterly paid volunteer days.

• Generous Employee Referral Program (eligible before your first day).

• Company-wide mentoring program.