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Technical Support Engineer
Skills
Software As A ServiceAirline TicketingAmazon Web ServicesContextElasticsearchGrafanaProduction Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Exceptional communication skills with a customer-first mindset
- Ability to translate complex technical issues into clear actionable insights
- Willingness to join remote troubleshooting sessions during less-than-optimal times
- 2+ years of experience in Technical Support Production Support Technical Operations or similar customer-facing technical role
- Strong troubleshooting and analytical skills
- Proficiency in SQL for data investigation troubleshooting and root cause analysis
- Ability to analyze system behavior investigate anomalies and debug issues across distributed systems and application layers
- Experience partnering closely with Engineering teams to escalate issues provide technical context and drive timely resolution
- Comfortable operating in fast-paced production environments including incidents alerts and time-sensitive customer-impacting issues
Nice to have
- customer-obsessed
- proactive communicator
- analytical
- collaborative
- detail-oriented
Day to day
- Act as the primary technical owner for complex customer issues and escalations, investigating problems across multiple systems and services.
- Coordinate production incident response by triaging alerts, collaborating with engineering teams, and driving issues through to resolution.
- Use logs, metrics, SQL queries, and system analysis to diagnose root causes, strengthen reliability, and improve operational processes.