Technical Support Engineer

About this role

We are looking for a customer-obsessed Technical Support Engineer who thrives at the intersection of customers, production systems, and engineering.

In this role, you will act as a critical bridge between customers and internal engineering teams—diagnosing complex technical issues, coordinating production incident response, and ensuring platform reliability worldwide.

You will investigate technical problems, analyze system behavior, respond to production alerts, and drive issues through to resolution while maintaining clear and proactive communication. This is a shift-based role supporting global customers, including evenings, weekends, and some holidays.

Quick Facts

• Shift-based support role
• Global customer-facing production support
• Focus on incident response and system reliability

Responsibilities

Own Customer Impacting Issues

• Serve as the primary technical owner for complex customer issues and escalations
• Investigate and resolve technical problems across multiple systems and services
• Provide clear, proactive communication throughout the issue lifecycle

Coordinate Production Incident Response

• Monitor and triage production alerts
• Coordinate incident response across engineering and internal teams
• Ensure incidents are documented and resolved

Troubleshoot Systems and Data

• Diagnose issues using logs, system metrics, and SQL queries
• Analyze system behavior to identify root causes
• Escalate and partner with engineering for long-term fixes

Improve Reliability and Operational Excellence

• Maintain troubleshooting documentation and runbooks
• Identify recurring patterns and contribute to systemic improvements
• Strengthen incident response best practices

Enable the Broader Support Team

• Share technical insights and best practices
• Act as a technical resource within Support

Impact You'll Have

• Ensure platform reliability by resolving complex production issues
• Bridge customers and engineering with actionable technical insight
• Enhance troubleshooting processes and incident response practices
• Help scale a high-impact Support organization

Requirements

• Exceptional communication skills with a customer-first mindset
• Ability to troubleshoot live with customers during critical situations
• 2+ years in Technical Support, Production Support, Technical Operations, or similar roles
• Strong troubleshooting and analytical skills
• Proficiency in SQL for production investigation and root cause analysis
• Ability to analyze distributed systems and application layers
• Experience collaborating with Engineering on escalations
• Comfort handling production incidents and alerts in fast-paced environments

Nice to Have

• Experience with incident response or on-call rotations
• Familiarity with observability and monitoring tools
• Experience supporting SaaS or cloud platforms
• Working knowledge of Salesforce, Jira / Atlassian, Monday.com, or Slack

Bonus

• Experience debugging APIs, REST endpoints, and authentication mechanisms
• Experience analyzing logs, metrics, and traces
• Familiarity with Datadog, Grafana, or New Relic
• Basic scripting skills (Python, Bash)
• Exposure to AWS, GCP, or Microsoft Azure

Benefits

• Medical, dental, and vision benefits
• Stock options for full-time employees
• Flexible time off without accrual limits
• 401(k) with company match, life insurance, and disability coverage
• Opportunity to directly impact patient outcomes