The position acts as a critical bridge between the customer support team and the core engineering teams, ensuring technical issues are resolved efficiently and root causes are identified.
Key Responsibilities
Troubleshooting: You'll debug and resolve complex technical issues reported by customers and internal teams. This includes analyzing application logs, database queries, and system metrics.
Incident Management: You will be on a rotation to respond to and manage production incidents, working to restore service and communicate with stakeholders.
Technical Escalation: You're responsible for identifying and escalating bugs or recurring issues to the appropriate engineering teams, providing them with detailed data and context to help with a timely fix.
Tooling and Automation: A key part of the job is building and maintaining tools and scripts to automate support tasks, improve diagnostics, and streamline workflows for the broader support team.
Documentation: You will create and update internal knowledge base articles and runbooks to help others resolve common issues more quickly.
Required Qualifications
Technical Skills: Strong experience with the Linux command line, scripting languages (like Python & Bash), and a good understanding of SQL for database querying. Preferred Pgsql
Problem-Solving: Excellent analytical and problem-solving abilities, with a proven track record of diagnosing and resolving technical issues.
Communication: Exceptional communication skills to translate complex technical issues into clear and concise language for both technical and non-technical audiences.
Software Knowledge: A solid understanding of how web applications work, including APIs, microservices, and modern web architectures. Experience with monitoring tools like Datadog, Splunk, or Prometheus is often preferred.
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