Support Engineer Jobs

About The Position

Requirements

• 5+ years in support engineering or a closely related technical role, including owning complex, client-facing issues end to end
• Bachelor's degree in computer science or a related technical field
• Proficient in one or more object-oriented languages (Ruby, Python, Java, or JavaScript), comfortable reading, writing, and debugging production code
• Strong debugging and troubleshooting skills across the stack, including reproducing issues, reading logs and stack traces, and isolating root cause in distributed systems
• Proficient with SQL and relational databases for investigating data issues and validating fixes
• Hands-on experience with cloud environments (e.g. AWS), REST APIs, integrations, and web application architectures
• Familiar with Git, CI/CD workflows, and modern development and monitoring tooling
• Experience writing scripts to automate repetitive tasks and diagnose issues at scale
• Proven experience partnering with Services and Client Success to deliver on client projects
• Strong written and verbal communication skills, able to convey technical issues and solutions to both technical and non-technical stakeholders, including clients.
• Ability to be on-call and serve off hours customer once every 4-5 weeks.
• Self-driven, comfortable owning your work end to end, and able to carry an idea through to implementation

Nice To Haves

• Experience with OAuth2, JWT, or SSO
• Understanding of GDPR and secure communication principles
• Experience with Elasticsearch or monitoring tools like Grafana or Kibana
• Exposure to Docker or containerized environments
• Familiarity with JSON, XML, or basic HTML/CSS
• Experience with help desk platforms like Zendesk

Responsibilities

• Serve as technical lead on client engagements alongside Services and Client Success, scoping requirements, planning work, and delivering on time
• Own diagnosis and resolution of the toughest client issues end to end, driving to root cause and a durable fix rather than a quick patch
• Prioritize and execute bug fixes, collaborating with development teams on seamless integration
• Proactively monitor and maintain system health for high availability and performance
• Develop and refine client self-service tools that reduce dependency on direct support
• Use insights from support activity to recommend and implement improvements to systems, tools, and processes
• Act as a technical partner to Services and Client Success, documenting solutions and sharing context so they can anticipate client needs
• Mentor junior support engineers and help establish standards and playbooks for the team
• Work across development, support, Services, and Client Success to solve complex challenges together

Benefits

• Competitive pay commensurate with experience
• Flexible hybrid schedule (2 to 3 days onsite)
• Comprehensive health coverage: medical (BCBS PPO and HDHP/HSA options), dental and vision (Guardian)
• Health, Dependent, and Transit FSA
• Generous PTO, paid holidays, flexible summer hours, quarterly mental health days, and floating holidays
• Annual professional development stipend
• Monthly flexible benefit stipend
• 401(k) with company match
• Free in-office lunch Tuesday through Thursday