Technical Support Engineer

You will provide advanced technical support for complex customer and platform issues. You will respond to alerts and incidents, troubleshoot outages, lead root-cause analysis, and coordinate resolutions with technical stakeholders. You will document support procedures, mentor support specialists, support enterprise environments, and participate in scheduled 24/7 shift coverage.

Responsibilities

• Respond to customer inquiries and provide technical guidance for complex issues
• Respond to platform alerts and incidents, assess impact, troubleshoot, and escalate appropriately
• Lead incident analysis and root-cause investigations
• Develop corrective and preventive recommendations for platform issues
• Coordinate resolution of platform problems and outages with internal technical teams
• Resolve escalated customer complaints through technical analysis and communication
• Support Technical Support Specialists with diagnosis and resolution strategies
• Create and maintain internal documentation, knowledge base articles, and support procedures
• Support enterprise customer environments involving performance, availability, and configuration
• Set diagnostic standards and support best practices
• Participate in scheduled 24/7 shift coverage

Requirements

• 3+ years of enterprise technical support or similar advanced support experience
• Experience troubleshooting Linux systems with command-line tools
• Knowledge of troubleshooting methodologies
• Understanding of enterprise networking concepts
• Experience supporting enterprise customer environments in an infrastructure-as-a-service or cloud context
• Customer service and high-pressure communication skills
• Ability to manage shifting priorities in a fast-paced 24/7 operations environment
• Written and verbal communication skills
• English proficiency

Benefits

• Company-paid medical, dental, and vision insurance premiums
• 401(k) matching up to 4% with immediate vesting
• $2,500 annual professional development reimbursement
• 11 holidays, paid time off accrual, and PTO rollover
• Increased PTO at three- and ten-year anniversaries
• One-month paid sabbatical every five years
• Annual anniversary bonus
• $500 first-year remote office setup stipend and $400 annual subsequent stipend
• Internet reimbursement up to $75 per month
• Gym membership reimbursement up to $50 per month
• Company-paid Wellable subscription