Technical Support Engineer II

This is a fully remote position, open to applicants in Mexico, +2 more countries.

📋 Description

• Independently analyze intricate workflow failures, platform inconsistencies, and system behavior utilizing logs, database exploration, API testing, and various technical tools.

• Supply Engineering teams with data-driven investigation findings, reproduction procedures, logs, technical context, and clearly defined assistance requests.

• Delve deeper than surface-level symptoms to uncover root causes and recurring trends.

• Navigate application behavior, source code, logs, APIs, and database information to connect symptoms across different systems.

• Collaborate with Engineering to grasp deployments, architectural modifications, dependencies, and downstream effects.

• Operate with minimal oversight while balancing operational tasks and long-term projects.

• Maintain responsibility for the operational queue, ensuring clear ownership, up-to-date documentation, and established resolution paths.

• Drive issues from initial investigation to resolution, escalation, or handoff while keeping stakeholders informed.

• Implement process and tooling enhancements that alleviate operational friction.

• Highlight recurring platform or operational challenges to leadership with supporting data and business implications.

• Act as a technical intermediary between client-facing teams, Product, Engineering, and stakeholders.

• Utilize AWS services, logs, and platform resources to examine and diagnose technical issues.

• Communicate issue status, findings, obstacles, business impact, and forthcoming steps.

• Convert complex technical challenges into business implications and actionable next steps.

• Facilitate cross-functional technical discussions.

• Generate post-incident or issue summaries.

• Maintain technical documentation, troubleshooting workflows, and decision trees.

• Engage in team troubleshooting and collaborate with peers prior to escalation.

• Assist less-experienced engineers in developing investigative and troubleshooting capabilities.

• Share SQL queries, troubleshooting methods, discoveries, and investigative patterns.

• Leverage GenAI tools to expedite log analysis, comprehend code behavior, develop queries or scripts, and create technical documentation.

• Identify opportunities for AI and automation to minimize repetitive operational tasks.

⛳️ Requirements

• 2–5 years of relevant experience in technical support engineering, platform enablement, software engineering, DevOps, production support, or another in-depth technical troubleshooting role.

• Proficient troubleshooting skills utilizing observability and log-analysis platforms such as Datadog or Observe.

• Experience in troubleshooting applications and services operating within AWS cloud environments.

• Proficient in investigating data using complex SQL queries.

• Ability to manually test APIs with tools like Postman or cURL, validate JSON payloads, and diagnose failures using browser developer tools.

• Capability to navigate source code and application logic sufficiently to relate user-facing behavior with backend logs and system behavior.

• Proven ability to independently investigate intricate technical issues and manage competing priorities.

• Strong written and verbal communication skills, including the capability to translate technical problems into business impact.

• Experience using GenAI tools such as GitHub Copilot, Gemini, Claude, or similar tools for technical investigation, scripting, documentation, or information discovery.

• Preferred: experience in developing scripts or advanced queries to consolidate data or automate repetitive operational tasks.

• Preferred: experience in investigating RBAC, permissions, authentication, or authorization-related failures.

• Preferred: experience in supporting high-stakes client onboarding, production incidents, or critical business workflows.

• Preferred: working knowledge of one or more programming or scripting languages.

• Preferred: strong SQL skills and familiarity with application and database architecture.

• Preferred: experience in creating technical runbooks, troubleshooting guides, or operational documentation.

🏝️ Benefits

• Unlimited PTO

• Medical benefit contributions in accordance with local laws and the type of employment agreement.