Support Engineer

Job Type

Full-time

We are looking for a detail oriented Support Engineer to join our product engineering support team. The support engineers responsibilities will include troubleshooting diagnosing and resolving escalated support issues. They will also make recommendations and implement solutions to help mitigate support workloads via tooling and automation.

A successful support engineer thrives in a team environment. They collaborate with software engineers product managers and operations leaders to provide the highest level of support for their customers. They are familiar with our products (and their roadmaps) comfortable digging into code and proficient working with data product databases in an ad hoc manner. They also have an eye for detail when investigating issues are meticulous during investigation and are able to clearly and concisely articulate their findings.

• Research identify and implement solutions to customer issues in our applications.
• Timely escalation of unresolved issues to appropriate stakeholders and teams.
• Provide prompt accurate and level-headed feedback to internal and external stakeholders.
• Provide alternative procedures when standard procedures are insufficient in order to ensure issues are being resolved in a timely fashion.
• Prioritize and manage several open issues at one time.
• Build and maintain tooling to support timely issue resolution and issue prevention.

• 2 years of related experience and/or training in enterprise support IT support or as a software engineer.
• Proficiency working with relational databases (MySQL Postgres etc).
  
  Experience with other data stores (Memcache Dynamo
  
  DB) would be valued.
• Familiarity with supporting and troubleshooting RESTful APIs.
• Proficiency with Typescript Node PHP or other programming/scripting languages.
• Excellent verbal and written communication skills.
• Exposure to AWS and cloud operations.
• A self-starter with strong problem solving skills.
• Excellent verbal and written communication skills.

IC

• Ruby
• Mac OS
• Computer Networking
• Windows
• TCP
• Customer Support
• Linux
• Shell Scripting
• VPN
• DNS
• Technical Support
• Troubleshooting

• Employment Type: Full-Time
• Experience: years
• Vacancy: 1