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 the reliability of the platform for customers around the world.

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

Responsibilities

Own Customer Impacting Issues

• Serve as the primary technical owner for complex customer issues and escalations.
• Investigate and resolve technical problems spanning multiple systems and services.
• Provide clear, proactive communication to customers throughout the lifecycle of an issue.

Coordinate Production Incident Response

• Monitor and triage production alerts impacting customers or system reliability.
• Coordinate incident response efforts across engineering and internal teams.
• Ensure incidents are properly documented, communicated, and followed through to resolution.

Troubleshoot Systems and Data

• Diagnose issues using logs, system metrics, and SQL queries.
• Analyze system behavior to identify root causes of production problems.
• Escalate and partner with engineering teams to drive long-term fixes.

Improve Reliability and Operational Excellence

• Develop and maintain troubleshooting documentation, runbooks, and operational processes.
• Identify recurring patterns and contribute to systemic improvements.
• Help strengthen incident response and operational best practices as the organization scales.

Enable the Broader Support Team

• Share technical insights and best practices with colleagues.
• Act as a technical resource within the Support organization.

Impact You'll Have

• Ensure platform reliability for customers worldwide by diagnosing and resolving complex production issues.
• Serve as a bridge between customers and engineering, bringing technical insight and production context to accelerate resolutions.
• Strengthen production support capabilities by improving troubleshooting processes, documentation, and incident response practices.
• Help scale a modern Support organization, contributing ideas that improve detection, investigation, and resolution of issues.

Requirements

• Exceptional communication skills with a customer-first mindset.
• Ability to conduct remote troubleshooting sessions with customers.
• 2+ years of experience in Technical Support, Production Support, Technical Operations, or similar role.
• Strong troubleshooting and analytical skills.
• Proficiency in SQL for production data investigation and root cause analysis.
• Ability to debug distributed systems and application layers.
• Experience partnering with Engineering teams to drive timely resolutions.
• Comfort operating in fast-paced production environments handling incidents and alerts.

Nice to Have

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

Bonus

• Experience debugging API integrations, REST endpoints, request/response payloads, and authentication mechanisms.
• Experience analyzing application logs, system metrics, and traces.
• Familiarity with Datadog, Grafana, or New Relic.
• Basic scripting or automation skills (Python, Bash, or similar).
• Exposure to Amazon Web Services, Google Cloud Platform, or Microsoft Azure.

What We Offer

• Medical, dental, and vision benefits.
• Stock options for full-time employees.
• Flexible time off without accrual limits, coordinated with team needs.
• 401(k) plan with company match, life insurance, and long- and short-term disability coverage.
• Opportunity to directly improve medical care and patient outcomes.