Technical Support Engineer
About The Position
The Tier 2 Technical Support Engineer owns escalated issues that require hands-on investigation beyond frontline support. This role works directly with end users, Customer Success, and engineering to diagnose and resolve application issues using logs, database queries, and system-level tools. The right candidate is technically solid, methodical, and comfortable digging into a Windows-based web application stack without being a software developer. This role goes beyond scripted troubleshooting, you'll use SQL, logs, and system tools to do real diagnostic work on a complex, enterprise web application. Strong technical instincts are valued here; a software development background is not required.
Requirements
- 2+ years in a technical support, application analyst, or similar hands-on technical role
- Working knowledge of Windows operating systems in a professional or server context
- Ability to write basic SQL queries, filtering, joins, and aggregations
- Experience reading application and system logs to identify errors and root causes
- Familiarity with web application fundamentals, HTTP, client/server interaction, browser-based interfaces
- Strong written communication; able to convey technical findings to varied audiences
Nice To Haves
- Experience with IIS log analysis and SQL Server Management Studio (SSMS)
- Exposure to ticketing systems such as Jira, Zendesk, or ServiceNow
- Background supporting applications in regulated environments (healthcare, government, or financial services)
- Familiarity with monitoring and operations tools (Dynatrace, Datadog, PagerDuty, or similar)
- Basic PowerShell scripting for diagnostics
Responsibilities
- Triage and resolve escalated support tickets; reproduce issues and drive them to closure
- Investigate application errors using IIS logs, Windows Event Viewer, and application log files
- Write and execute SQL queries against SQL Server to validate data state and diagnose data issues
- Navigate Windows Server environments, file systems, services, IIS, using standard admin tools
- Escalate confirmed defects to engineering with clear write-ups: steps to reproduce, environment details, log excerpts
- Communicate status updates clearly to both technical and non-technical stakeholders
- Maintain accurate ticket records and contribute to internal knowledge base and runbooks
Benefits
- Flexible work schedule
- Unlimited PTO
- Physical and mental wellness benefits
- Medical coverage
- Parental leave
- 401K
- Company-sponsored events
- Referral program
- Onsite gym
- Dog friendly office
- Snacks in the office
- Commuter benefits
- Onsite massages
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
