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 our customers and internal engineering teams diagnosing complex technical issues, coordinating production incident response, and helping ensure the reliability of our 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 role is ideal for someone who enjoys deep technical troubleshooting, working directly with production systems, and advocating for customers, while building strong expertise in a fast-paced SaaS environment.

This is a shift-based role supporting our global customers, which may include 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 critical bridge between customers and engineering, bringing technical insight and real-world production context to accelerate resolutions.
• Strengthen our production support capabilities by improving troubleshooting processes, documentation, and incident response practices.
• Help scale a modern, high-impact Support organization, contributing ideas that improve how we detect, investigate, and resolve issues as the company grows.

Requirements

• Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights.
• A demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease.
• 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role.
• Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues.
• Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments.
• Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers.
• Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution.
• Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues.

Nice to Have

• Experience participating in incident response, production alerting, or on-call rotations in a live production environment.
• Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues.
• Experience supporting or operating within SaaS or cloud-based platforms.
• Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack.

Bonus

• Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms.
• Comfort analyzing application logs, system metrics, and traces to diagnose production issues.
• Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic.
• Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows.
• Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure.

What we offer:

• A range of medical, dental and vision benefits
• Stock options for all full-time employees
• Flexible time off to enjoy the autonomy to take time off as needed to rest and recharge without vacation accrual limits, while coordinating with your manager and team to ensure business continuity and project goals are met.
• A 401(k) plan with company match, life insurance, plus long- and short-term disability
• The opportunity to directly improve medical care and impact patient outcomes