Technical Support Engineer

You will resolve support requests through Zendesk and phone channels, monitor system performance, create dashboards, use Python and SQL to troubleshoot issues, document resolutions, report recurring problems, improve support protocols, and maintain customer knowledge-base articles.

Responsibilities

• Handle support requests through Zendesk tickets and phone calls
• Monitor system performance and operational metrics
• Create internal and customer-facing dashboards
• Use Python scripts and SQL queries to troubleshoot and resolve issues
• Document technical problems and resolutions
• Report recurring issues for systemic fixes
• Collaborate with engineering and product to improve support protocols
• Create and maintain customer-facing knowledge-base articles

Requirements

• Bachelor’s degree or equivalent experience
• 3+ years of technical support or software-development experience
• Problem-solving and analytical skills
• Written and verbal communication skills
• Customer and stakeholder engagement skills
• Basic Python scripting knowledge
• Basic familiarity with Unix systems
• Understanding of software, system, and application logs and their management and analysis tools
• Understanding of JSON and REST APIs

Benefits

• Health benefits
• Dental benefits
• Vision benefits
• Commuter benefits
• Generous PTO
• 401(k) retirement plan
• Paid parental leave
• Flexible options for extended leave