25 days ago
Remote, WorldwideMid Level
Responsibilities
- Own the escalation path above the Support team's top tier and diagnose difficult technical issues using logs, dashboards, database queries, and system knowledge.
- Build runbooks, diagnostic scripts, automations, internal dashboards, escalation workflows, and AI-assisted triage tooling.
- Coach the Support team on technical troubleshooting, escalation quality, context gathering, logs, and reproduction steps.
- File well-scoped bug tickets with reproduction steps, relevant logs, and sufficient context for Product and Engineering.
- Use AI tools to diagnose issues, maintain documentation, and build internal tools.
Requirements
- Have 3+ years of experience in technical support, support engineering, SRE, or a similar troubleshooting-heavy role, or equivalent experience demonstrating strong diagnostic and systems-building skills.
- Be comfortable with monitoring and observability tools, log analysis, and database queries.
- Have experience with issue tracking and engineering workflow tools such as Jira and GitHub.
- Demonstrate strong written communication and the ability to write actionable bug reports.
- Demonstrate use of AI tools in professional work.
- Be able to work remotely from the Eastern, Central, or Mountain time zones.
- Be qualified to work in the United States or Canada.
- Preferred qualifications include the ability to trace through PHP/React or similar web application codebases, experience building support tooling or automations, familiarity with HIPAA-compliant environments, and experience improving Support–Engineering escalation processes.
Benefits
- Fully remote position for candidates in the Eastern, Central, or Mountain time zones.
- Medical, dental, and vision insurance covered in full for the employee.
- Company-provided laptop and other needed computer equipment.
- Potential career growth into a software engineering role.
