About the Role
This position involves handling complex technical inquiries escalated from Tier 1 support, diagnosing software and infrastructure problems, and ensuring timely resolution for enterprise clients.
Responsibilities
- Investigate and resolve escalated technical support tickets
- Diagnose software, network, and system performance issues
- Collaborate with engineering teams to address recurring problems
- Document technical solutions and update knowledge base articles
- Provide timely updates to customers during incident resolution
- Perform root cause analysis on critical service disruptions
- Support deployment and configuration of client-facing systems
- Assist in onboarding new support team members
- Monitor system alerts and respond to urgent incidents
- Escalate unresolved issues to development teams with detailed reports
- Maintain accurate records of customer interactions and resolutions
- Follow incident management protocols during outages
- Test fixes in staging environments before client deployment
- Gather and analyze customer feedback for product improvements
- Participate in after-hours on-call rotations as needed
Nice to Have
- Certification in IT support or cloud technologies
- Experience with containerization tools like Docker
- Familiarity with monitoring tools such as Datadog or New Relic
- Background in enterprise software support
- Knowledge of scripting languages like Python or Bash
Compensation
Competitive hourly rate based on experience
Work Arrangement
Hybrid remote and office setup
Team
Part of the customer support engineering team
What We Value
- Clear and empathetic communication with customers
- Proactive identification of systemic issues
- Commitment to continuous learning and skill development
- Team collaboration and knowledge sharing
Growth Opportunities
- Pathways to senior support and engineering roles
- Access to training programs and certification reimbursement
- Regular performance reviews with career planning
Available for qualified candidates
