Senior Technical Support Engineer

Aiwyn

1d • Remote

About The Position

At Aiwyn, our Support team plays a key role in our success. As a Senior Technical Support Engineer, you'll be responsible for resolving complex technical issues and acting as a senior escalation point between our Support and Engineering teams. You will work with internal teams and customers from CPA firms to ensure smooth product and service delivery.
How We Investigate Issues
Investigating issues at Aiwyn requires operating within a highly integrated technical ecosystem. This work includes executing database queries, reviewing and updating customer data flows, analyzing user session replays, reviewing application and network logs, and performing transaction-level investigations to identify root cause. The role frequently involves tracing source data from external systems through multiple integrations into Aiwyn’s database, diagnosing issues related to ETL Works and SQL databases, and understanding complex interactions with third-party systems including third party practice management systems. Successful candidates are comfortable navigating ambiguity and synthesizing data across systems to drive resolution.

Requirements

• BA in Computer Science.
• 3-5 years experience in product development or technical support within a SaaS environment.
• Strong knowledge of databases and SQL for troubleshooting technical issues.
• Experience with ETL tools and data pipeline monitoring.
• Familiarity with web development, APIs, and tools like LogRocket for problem resolution.
• Comfort working in GitHub for code investigation and minor fixes.
• Excellent communication skills, with the ability to simplify complex technical topics for customers and internal teams.
• Ability to thrive in a fast-paced environment while managing multiple issues.

Responsibilities

• Identify and troubleshoot complex customer issues in unique configurations.
• Analyze patterns in customer interactions to drive product and service improvements.
• Educate customers and internal teams on Aiwyn products, becoming an SME (Subject Matter Expert) on key features.
• Act as the technical liaison between teams like Support, Customer Success, and Engineering, serving as the escalation point for complex technical issues.
• Triage and document incoming bug reports, reproducing issues and providing detailed findings to the engineering team to support efficient escalation.
• Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights.
• Monitor, troubleshoot, and maintain ETL pipelines and data connections, identifying and resolving failures or data integrity issues.
• Monitor and maintain integrations and data connections, proactively identifying and resolving issues before they impact customers.
• Develop scalable support processes based on customer feedback to improve workflows.
• Provide exceptional support via emails, chats, or calls for both routine and advanced technical issues.
• Work in GitHub to investigate code-related issues or make small fixes as needed.

Benefits

• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
• Remote -work-from-anywhere culture
• Flexible PTO
• World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
• Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
• 401(k) matching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees