24 days ago
Remote, WorldwideMid Level / Senior
H1B Sponsor
Responsibilities
- Lead complex L2 escalations by troubleshooting critical technical issues for enterprise customers.
- Drive root cause analysis by collaborating with Support, Product, and Engineering teams.
- Improve support process efficiency through auditing workflows and implementing enhancements.
- Develop and manage internal knowledge bases, runbooks, and troubleshooting guides.
Requirements
- 4+ years of experience in technical escalation or support engineering.
- Strong troubleshooting skills in complex distributed systems and APIs.
- Proficiency in SQL, Kubernetes, and Grafana.
- Ability to drive process improvements and SLA performance.
- Excellent communication skills for conveying complex technical findings.
- Ability to build strong relationships with technical teams at enterprise-level partners.
- Understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts.
- Willingness to work in an APAC shift region, starting at 5:00 PM EST.
Benefits
- Competitive salary and stock options.
- Health benefits.
- One-time USD $500 for new hire home-office setup.
- Monthly stipend of USD $150 via a Brex Card.