Remote Senior Technical Support Engineer Job in United States BriteCore

Who you are

• Bachelor’s Degree in Computer Science or related field
• 4+ years of experience working through complex ticketing
• 2+ years serving as a central technical services contact for enterprise clients
• Advanced MySQL abilities with expertise in query execution and data analysis
• Intermediate Python coding skills, with a high proficiency at reading Python code
• Experience communicating with customers via phone, email, video chat and traveling to customers for on-site visits
• Skilled in Linux environment, handling administration, debugging, monitoring, and maintenance tasks
• Hands-on experience working with APIs, web technology and AWS Cloud Infrastructure
• Proficiency in Bash shell scripting
• Excellent verbal and written communication skills
• Scrappy, comfortable working in a fast-paced startup environment and learning as you go

Desirables

• 1+ year of experience working in the Property & Casualty (P&C) space
• Experience working at a startup company
• Experience working with Zendesk
• Hands-on experience working with Python web development, Django and/or Web.py

What the job involves

• Forge strong relationships with our largest customers, leveraging phone, email, video, and on-site visits to quickly resolve challenging issues and offer hands-on guidance on BriteCore's features and setup
• Provide personalized support to our largest customers, answering their complex questions about BriteCore's capabilities in order to ensure our customers are optimizing our platform
• Dive into debuggers, logs, stack traces, MySQL, DataDog, and Python code to grasp the intricacies of application behavior, troubleshoot configuration issues, and pinpoint bugs for resolution
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides to empower customers and improve self-service capabilities
• Document reproducible JIRA defect reports and customer-facing issue resolutions along with best practice technical notes
• Test API endpoints
• Streamline and upgrade our legacy data delivery and reporting solution, leveraging MySQL and Quicksite datasets
• Collaborate with DevOps to implement effective DataDog monitoring for uptime and scalability, ensuring top-notch performance