GRAX - Technical Support Engineer

Ascendx•Boston, MA

33d•$125,000 - $145,000•Remote

About The Position

The GRAX support team works directly with customers to solve problems and answer questions through support tickets, email, and video conferencing. We value collaboration, communication, and accountability. As a Technical Support Engineer, you will independently own cases through the full support lifecycle — from initial inquiry through triage, reproduction, escalation, and resolution — and serve as an escalation point for issues that require a technical deep-dive. You will coordinate between customers and the GRAX Support and Engineering teams, and you will begin taking on responsibilities beyond the case queue: contributing to documentation, sharing best practices, and helping newer teammates ramp up.

Requirements

3+ years of experience in a customer-facing technical support role
Salesforce.com experience as a user, admin, or developer
Working knowledge of AWS services (EC2, S3, RDS, IAM, VPC/networking) beyond the basics, including the ability to debug configuration and connectivity issues in customer environments
Proficiency using logging and metrics services (e.g., DataDog) to triage problems and verify resolutions
Experience managing cases end-to-end, including writing bug reports for engineering handoff
Experience writing support content or product documentation
Ability to communicate complex technical topics clearly to customers and coworkers of varying technical skill levels, in writing and verbally
Organized, customer-oriented approach to prioritizing a changing queue of issues, and a calm, methodical approach to emergent issues
Comfortable working independently in a fully remote environment

Nice To Haves

Scripting or programming proficiency (JavaScript, Apex, SQL, bash, or similar)
Experience with REST/SOAP APIs and CLI tooling
Experience deploying and debugging cloud-based applications, particularly on AWS
Understanding of public cloud architecture and network design
Experience with Azure or other public cloud platforms
Cloud certifications (e.g., AWS Cloud Practitioner)
Familiarity with the Linux operating system

Responsibilities

Provide technical assistance to customers via email and screenshare
Own cases through the full lifecycle — triage, reproduction, debugging, escalation to Engineering, and resolution — and communicate workarounds and long-term fixes back to customers
Balance and prioritize a queue of cases, including long-running issues
Provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and satisfaction
Participate in a regular 24/7/365 on-call rotation, providing emergency support and coordinating incident communications
Create and update documentation and knowledge base content based on customer interactions
Share best practices with teammates and help newer team members ramp up on technical topics
Suggest improvements to Support workflows and processes
Share customer feedback and recurring pain points with Product and Engineering to inform features and fixes