What You'll Do

📍Investigate and resolve complex technical issues escalated from the Frontline Support Team. 📍Collaborate with Engineering, Product, DevOps, and Site Reliability teams to troubleshoot and resolve advanced cases efficiently. 📍Provide real-time assistance via Slack, Google Meet, and ticketing systems for urgent or technically demanding matters. 📍Participate in critical incident response, including emergency troubleshooting sessions and post-incident reviews to identify improvements. 📍Maintain thorough case documentation, including root cause analysis, resolution steps, and preventive recommendations. 📍Contribute to internal knowledge base articles, troubleshooting guides, and support tooling improvements. 📍Mentor Frontline Support Engineers to strengthen overall team troubleshooting skills and technical depth.

What You'll Need

📍2–4 years of experience in Technical Support, Customer Success Engineering, or a similar technical troubleshooting role. 📍Proven expertise in debugging APIs, system integrations, and cloud environments. 📍Hands-on experience with tools such as Coralogix, DataDog, OpenSearch, and database query tools. 📍Familiarity with scripting languages (e.g., Python, JavaScript, Bash) and SQL. 📍Strong communication skills, with the ability to clearly explain complex technical concepts to both technical and non-technical audiences. 📍Ability to manage multiple complex cases simultaneously while maintaining exceptional attention to detail. 📍Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience. 📍Role requires work hours aligned with US-East time zones.

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