Support Engineer - Veterinary HealthTech

Truelogic

12d•Remote

About The Position

The Support Engineer is a dedicated technical bridge between the Platform Engineering organization and the Customer Experience (CX) team. In this role, you will own the technical execution of customer onboarding/decommissioning workflows, execute complex SQL data migrations, and resolve platform-level technical escalations. While you sit directly within the Platform Engineering team, you will work in close partnership with Customer Success and Implementation Managers to translate customer and operational needs into reliable technical solutions. This is an ideal role for an autonomous problem-solver who enjoys operating at the intersection of cloud infrastructure, data operations, and customer-facing support.

Requirements

Hands-on ability to verify environment changes and execute smoke tests; practical familiarity with core AWS services (e.g., RDS, S3, EC2, ECS) to independently validate that workflows have completed successfully.
Proficient in creating, reviewing, merging, and verifying pull requests within GitHub as an integral part of standard customer onboarding and offboarding workflows.
Exceptional written and verbal English communication skills; capable of leading customer calls with confidence, translating complex technical concepts into plain language for non-technical stakeholders, and drafting high-quality documentation.
Solid foundational understanding of data privacy best practices, the principle of least-privilege access, and secure data handling protocols.
Hands-on experience navigating support and helpdesk platforms such as Jira, Intercom, Front, or equivalent ticketing systems.

Nice To Haves

Familiarity with Infrastructure as Code (IaC) principles to review, update, or provision infrastructure configurations.
Basic understanding of container orchestration, pod management, and inspecting workloads within Kubernetes clusters.
Experience using Helm charts to deploy, upgrade, and manage Kubernetes applications and services.

Responsibilities

Execute technical onboarding workflows for new Instinct customers, including environment provisioning, configuration, integration setup, and data imports to ensure a seamless go-live experience.
Manage the technical offboarding of customers, including data exports, environment teardown, access revocation, and formal documentation of closure procedures.
Perform structured data migrations between systems or environments—handling validation, transformation, and quality assurance checks to ensure absolute data integrity. Occasionally join live customer calls to address data validation questions directly with key stakeholders.
Own and lead the queue of technical tickets escalated by the CX team; triage, prioritize, and resolve complex issues outside CX's scope, including environment configuration, integration troubleshooting, bulk data updates, and platform-level issues.
Partner closely with Customer Success Managers and Implementation Managers to understand the context behind incoming requests, set clear resolution timelines, and communicate technical outcomes in accessible, plain language.
Maintain clear, up-to-date documentation of processes, runbooks, and customer-specific configurations to drive repeatability and preserve institutional knowledge.
Analyze patterns in recurring CX-submitted tickets to proactively develop tooling, automation, or updated documentation—reducing overall ticket volume and resolution times.
Adapt to and actively contribute to new tasks, priorities, or projects as organizational needs evolve.