About the Role
The candidate will handle escalated technical issues, provide in-depth analysis, and work closely with development teams to identify root causes and implement effective solutions.
Responsibilities
- Diagnose and resolve advanced technical problems reported by customers
- Serve as a point of contact for escalated support cases
- Collaborate with engineering teams to address recurring system issues
- Document troubleshooting steps and resolution methods
- Monitor system performance and respond to alerts
- Provide technical guidance to L1 support staff
- Analyze logs and system metrics to identify root causes
- Escalate critical issues to appropriate internal teams
- Maintain accurate case records in the support system
- Communicate technical updates to customers in clear language
- Follow incident management procedures during outages
- Assist in improving support documentation and knowledge base articles
- Participate in on-call rotations for urgent issues
- Validate fixes implemented by development teams
- Track and report on support metrics and trends
- Ensure compliance with service level agreements
- Support integration and configuration tasks for customer environments
- Troubleshoot API and network connectivity issues
- Assist with customer onboarding and technical enablement
- Contribute to post-mortem analyses after major incidents
- Stay current with product updates and infrastructure changes
- Identify opportunities to automate repetitive support tasks
- Work across time zones to support a global customer base
- Maintain confidentiality of customer data
- Coordinate with product teams to relay customer feedback
Compensation
Competitive salary based on experience and qualifications
Work Arrangement
Hybrid work model with office and remote options
Team
Collaborative technical support team focused on customer success
Technology Stack
Linux servers, Kubernetes, AWS infrastructure, Prometheus monitoring, PostgreSQL, RESTful APIs, Docker, Terraform, Nginx, Elasticsearch
Growth Opportunities
Pathways for advancement into senior support roles, technical architecture, or engineering positions
Available for qualified candidates requiring sponsorship
