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 join calls or remote sessions during less-than-optimal times
- 2+ years 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 and debug issues across distributed systems and application layers
- Experience partnering closely with Engineering teams to escalate and drive resolution
- Comfort operating in fast-paced production environments handling incidents alerts and time-sensitive issues
Nice to have
- customer-obsessed
- proactive communicator
- analytical thinker
- collaborative
- detail-oriented
Day to day
- Act as the primary technical owner for complex customer issues and escalations
- Investigate production alerts and system behavior using logs metrics and SQL to identify root causes
- Coordinate incident response with engineering and internal teams while keeping customers informed clearly and proactively
- Develop runbooks troubleshooting documentation and operational processes to improve reliability and support excellence