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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 and the ability to translate complex technical issues into clear actionable insights
- Willingness to join customer calls or remote sessions during less-than-optimal times to troubleshoot and reassure customers
- 2+ years of experience in Technical Support Production Support Technical Operations or a similar customer-facing technical role
- Strong troubleshooting and analytical skills with the ability to quickly diagnose and resolve complex technical issues
- Proficiency in SQL for data investigation troubleshooting and root cause analysis within production environments
- 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
- Comfort operating in fast-paced production environments including incidents alerts and time-sensitive customer-impacting issues
Nice to have
- Customer-first mindset
- Clear communicator
- Analytical thinker
- Calm under pressure
- Collaborative partner
Day to day
- Act as the primary technical owner for complex customer issues and escalations, investigating problems across multiple systems and services.
- Monitor and triage production alerts, coordinate incident response, and communicate clearly with customers and internal teams until resolution.
- Use logs system metrics and SQL queries to diagnose anomalies identify root causes and drive long-term fixes with engineering partners.