Technical Support Engineer

AlertMedia•Austin, TX

About The Position

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our core values drive us in our important mission of keeping people safe and informed: We’re humans not robots Customers always come first We work better together Simplicity is our strength Our reputation is priceless Hard work pays off As one of the fastest growing SaaS start-up companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand. Our Technical Support Engineer serves as a key technical resource to the Customer Support, Customer Success, and Implementation teams to ensure a seamless customer experience during onboarding and the entirety of the customer lifecycle. In addition, you will assist customers with any technical issues they encounter by troubleshooting and working with the Engineering team to remediate. Who you are: You are a highly motivated, organized team player who is passionate about both technology and customer service. You are a self-starter who enjoys a challenge, loves digging in and getting to the root of issues, and thrives in a fast-paced environment supporting fellow employees.

Requirements

Experience with Amazon Web Services (AWS)
Experience with REST APIs
Intermediate or higher SQL knowledge
3 years + advanced experience troubleshooting technical problems, interfacing with engineering on potential issues, and communicating with the customer through problem resolution
Exceptional written and verbal communication skills
Motivated by customer success and willingness to roll up sleeves to exceed customer expectations
Strong listening skills with the ability to work with a variety of customer profiles
The desire and ability to learn and be coached
This position is not eligible for visa sponsorship
Excellent communication skills

Nice To Haves

Experience with Python, Javascript, Bash or similar language a plus
Technical experience in an Enterprise SaaS company a plus
Proficiency in leveraging AI tools (such as Claude Code, Codex or similar) to debug issues, analyze code, interpret error logs, and support efficient troubleshooting workflows
Working with Windows IT-related concepts, such as file system, registry and Active Directory a plus

Responsibilities

Act as level three technical support for Customer Success, troubleshooting and reproducing complex customer issues to identify root cause
Troubleshoot and debug web-based applications using browser developer tools, AI-assisted debugging tools, and internal logs
Build deep technical expertise across AlertMedia products and integrations; document and share knowledge through internal resources and training
Partner with Customer Success Managers and Engineering to support smooth onboarding and issue resolution
Manage customer expectations and build trusted relationships through clear, proactive communication
Collaborate with Engineering and Product as a voice of the customer, identifying bugs, trends, and product improvement opportunities
Continuously improve troubleshooting workflows by leveraging new tools and technologies, including AI-driven solutions
Contribute to AlertMedia’s culture, values, and mission

Benefits

Competitive base salary + Company-wide bonus program
Generous and flexible time off and parental leave policies
Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
401K with generous company match
Amazing rewards and incentives – we love celebrating each other!
Commitment to community service with opportunities to give back
A Best Places to Work company 10 years in a row and numerous other awards
Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
Ongoing career development opportunities through our Learning & Development team
You'll do meaningful work—while growing your career in a fast-moving, global company with an award-winning culture