Tier 3 Support Engineer - Blueflame AI (New York)
About The Position
At Blueflame AI for Datasite, you will be part of a dynamic team that is at the forefront of AI technology in the investment management and dealmaking industry. You will have the opportunity to work with cutting-edge products and make a significant impact on our clients' success. Join us to be part of a company that values innovation, client satisfaction, and continuous improvement. As a Tier 3 Support Engineer (Backline Support Engineer) at Blueflame AI, you will play a critical role in bridging the gap between our Customer Support and Engineering teams. You will be responsible for resolving complex technical issues, providing advanced support directly to our clients, and collaborating with engineering to enhance our products and services. This position is based in our New York City office and follows a hybrid work model. Employees in this location work on-site (3) three days per week.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 3-5 years of experience in a technical support or engineering role, preferably at the Tier 3 level.
- Proficiency in Python and experience with AWS-based applications.
- Strong problem-solving skills; able to work independently and collaboratively.
- Experience with ticketing systems, especially Jira
- Excellent communication and interpersonal abilities.
- Familiarity with APIs and integration with other platforms.
- Experience with Elasticsearch or similar log management tools.
- Administrative experience with Microsoft products (SharePoint, O365, OneNote), including managing permissions and troubleshooting syncing and integration issues.
Nice To Haves
- Experience in the financial technology or investment management industry.
Responsibilities
- Investigate and resolve complex technical issues escalated from customer success teams.
- Analyze platform logs and, when necessary, review associated code to diagnose problems.
- Troubleshoot advanced technical challenges to ensure timely and effective solutions.
- Document issues and resolutions, contributing to the knowledge base for continuous improvement.
- Work directly with Engineering to identify, report, and resolve product bugs and enhancements.
- Collaborate with Product teams to enhance the knowledge base and inform the product roadmap based on support insights.
Benefits
- health insurance (medical, dental, vision)
- a retirement savings plan
- paid time off
- other employee benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
