about 5 hours ago
Delhi, IndiaMid Level / Senior
H1B Sponsor
Base Salary
$27k - $40k/yr
Responsibilities
- Reproduce, debug, and escalate technical issues in partnership with Engineering and Product.
- Act as a technical expert and initial escalation point for SDK and Cloud products.
- Work directly with developers to provide guidance and resolve complex issues.
- Respond to live escalations and production incidents, coordinating with internal teams and customer stakeholders.
- Participate in a 24/7 on-call rotation to support critical customer needs.
- Collaborate with Engineering to communicate incident status and contribute to root cause analyses.
- Build tools and automation to improve support workflows and reduce response time.
- Use AI and other tools to create self-service opportunities for routine incidents.
- Advocate for customer needs and influence product improvements based on real-world feedback.
- Continuously sharpen troubleshooting skills through exposure to challenging technical problems.
Requirements
- Have 2-4 years of experience in technical support engineering or software engineering roles.
- Ability to translate complex and ambiguous problem sets into clear hypotheses and solutions.
- Deep experience in at least one relevant subject area like Operating Systems, Cloud Infrastructure, Kubernetes, Networking, Databases, or Distributed Systems.
- Bachelor’s degree in Computer Science or similar experience.
- Ability to read/follow code and GitHub commits to understand recent changes.
- Customer-facing soft skills including active listening, customer empathy, and expectation-setting.
Benefits
- Competitive salaries and meaningful equity.
- Health, dental, vision, life, and disability insurance.
- 401(k) and flexible spending accounts.
- Flexible time off for all employees.
- Access to the Atlanta office for remote workers.