Support Engineer
Job Summary
To enhance the effectiveness of the Support team, the full-time remote Support Engineer will diagnose complex technical issues, build systems for improved troubleshooting, and coach team members on best practices while ensuring well-documented escalations reach the Engineering team.
Key responsibilities
- Diagnose and resolve challenging customer issues by analyzing logs, running database queries, and collaborating with the Support team
- Develop runbooks, diagnostic scripts, and internal tools to empower the Support team and streamline escalation workflows
- Provide coaching on technical troubleshooting and create well-scoped tickets for Engineering to address real bugs efficiently
Required qualifications
- 3+ years of experience in technical support, support engineering, SRE, or a similar role with strong diagnostic skills
- Proficient in using monitoring and observability tools, log analysis, and database queries
- Experience with issue tracking and engineering workflow tools such as Jira and GitHub
- Strong written communication skills for clear documentation and effective bug reporting
- Demonstrated use of AI tools in work processes
Complete Job Description
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