12 days ago
Palo Alto, CA, USA or San Francisco, CA, USAMid Level / Senior
H1B Sponsor
Base Salary
$110k - $150k/yr
Responsibilities
- Own complex technical escalations from Success and Support teams.
- Identify root causes using systematic troubleshooting techniques.
- Leverage AI tools to accelerate root cause identification.
- Dig into source code to propose test cases and deliver fixes.
- Build and maintain internal diagnostic tools to improve support efficiency.
- Communicate root cause analyses and resolution timelines to customer-facing teams.
- Mentor Support engineers on technical concepts and best practices.
- Author and maintain internal knowledge base to reduce repeat escalations.
- Build and maintain trusted relationships across teams as a technical expert.
- Champion supportability initiatives within Product Engineering.
- Identify and drive AI-powered improvements across the escalation lifecycle.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Computer Engineering, or equivalent experience.
- 3+ years of hands-on software engineering experience in a customer-facing role.
- Strong proficiency in Ruby.
- Strong understanding of network protocols and distributed systems.
- Experience working in SaaS environments and with cloud infrastructure.
- Experience with relational databases and NoSQL data stores.