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

📋 Description

• Assess, investigate, and resolve issues related to production across backend services, data workflows, and technical support systems.

• Assist in bug resolution and technical inquiries through scripting, database queries, and backend data analysis.

• Analyze application logs utilizing AWS/Kibana to identify root causes, trends, and solutions.

• Set up and troubleshoot JSON/YAML files to aid in issue resolution and system updates.

• Extract, analyze, and verify user data using SQL and MongoDB for investigations, reporting, and internal requests.

• Collaborate with Engineering, Client Operations, User Support, and other internal teams to escalate issues, enhance workflows, and minimize recurring support challenges.

• Report directly to the Director of Technical Operations.

• Engage with technical user issues, client integrations, and data analysis, troubleshooting, and transformation; this role does not involve direct interaction with users or clients.

⛳️ Requirements

• Must reside in the CST or EST time zone.

• Expected working hours: Monday - Friday / 8 AM - 5 PM EST.

• A minimum of 3 years of experience managing Tier 3 technical support requests in a high-growth environment.

• Proficient in reading, understanding, and troubleshooting code (Python, SQL, Scala, etc.).

• Skilled in troubleshooting and configuring JSON/YAML files.

• Demonstrated hands-on experience with the AWS ecosystem (S3, SQS, Athena).

• Proven hands-on experience with MongoDB and SQL-based database management systems.

• Familiarity with Kubernetes fundamentals (pods, deployments, services).

• Exceptional written and verbal communication skills, with the ability to convey information clearly across departments and varying levels of technical expertise.

• Experience utilizing artificial intelligence tools or agents in daily workflows to expedite technical investigations, summarize findings, enhance documentation, and delegate repetitive tasks.