Tier II Support Engineer

Metrc • Lakeland, FL

4d • Remote

About The Position

The Tier II Support Engineer at Metrc is responsible for resolving the most complex and technically challenging system and API issues that cannot be addressed by the General Support team. This role goes beyond traditional support — it combines deep troubleshooting with a developer mindset, using code-driven approaches to diagnose, automate, and permanently resolve recurring issues. Acting as a critical bridge between Support and Development, the role performs root cause analysis, builds tooling and scripts to accelerate resolution, creates detailed JIRA tickets for the development team, and drives escalated issues to closure. The ideal candidate is someone who sees a manual, repetitive process and instinctively thinks about how to solve it with code.

Requirements

• 3–5 years in technical support with proven ability to resolve complex software, API, or system issues.
• Proficient in at least one scripting language (Python, PowerShell, Bash, JavaScript, or C#) and comfortable writing code daily.
• Working knowledge of SQL, RESTful APIs, and tools like Postman or curl for debugging and validation.
• Solid understanding of web applications, networking fundamentals, and distributed systems.
• Strong communicator who can translate technical findings for both technical and non-technical audiences.
• A builder's mentality — defaults to "how can I automate this?" over doing it manually again.
• Must be based and work in the US.

Nice To Haves

• Exposure to DevOps concepts (Git, CI/CD, Docker/Kubernetes) is a plus.

Responsibilities

• Serve as the final escalation point within Support for complex system and API issues, using log analysis, database queries, API testing, and scripting to diagnose root causes.
• Create and manage detailed JIRA tickets — including reproduction steps, logs, and proposed fixes — to accelerate Development team resolution.
• Write scripts and tooling (Python, PowerShell, SQL, API utilities) to automate repetitive troubleshooting and reduce time-to-resolution.
• Identify recurring issue patterns and drive permanent, code-based solutions such as bug fixes, data migration scripts, or internal tools.
• Build and maintain internal support automation — diagnostic scripts, dashboards, and workflow tools that empower the broader team to self-serve.
• Proactively communicate status updates, timelines, and workarounds to end users and stakeholders throughout the resolution process.
• Create and maintain troubleshooting guides, runbooks, and knowledge base articles with a preference for executable, code-backed documentation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed