Note: The job is a remote job and is open to candidates in USA. Shift Group is a career platform connecting former athletes and military veterans with high-impact business opportunities, including roles at partner companies. The Customer Support Engineer will investigate complex technical escalations for a healthcare technology platform, using SQL, session replays, logs, and dashboards to diagnose issues and provide engineering-ready context. The role also supports incident response, data analysis, backlog management, and process improvement in a fully remote SaaS environment.
Responsibilities
- Investigate and resolve: Deep-dive into escalated technical tickets (bugs, data anomalies, integration failures) using SQL queries, LogRocket session replays, and Metabase dashboards before deciding to involve Engineering
- Bridge the gap: Translate complex technical issues into clear, actionable bug reports with reproduction steps and severity assessments so Engineering never receives a ticket that wastes their time
- Command the data: Build and maintain Metabase queries and dashboards from scratch to identify queue trends, surface patterns to Product/Engineering, and streamline troubleshooting workflows
- Lead during incidents: Act as the Support point-of-contact during live incidents, serving as the "Voice of the Customer" to make sure Product and Engineering understand real business impact
- Drive process efficiency: Manage a backlog of escalated issues in Linear, maintaining runbooks, internal troubleshooting guides, and knowledge base content to keep the support engine running lean
Skills
- Former college, professional, or Olympic athlete, or military veteran
- Technical support depth: 3+ years in SaaS technical support, with at least 1 year in a Tier 3 / escalation role or light engineering capacity
- SQL mastery: You don't just run saved queries—you can write SQL queries from scratch (including joins) and build BI dashboards in Metabase or Looker
- Session replay & logs expertise: Strong hands-on experience using LogRocket, FullStory, or application logs to diagnose frontend and backend behavior without hand-holding
- Precision communication: Able to write clear reproduction steps for engineers and translate complex technical problems into clear, professional customer updates
- Resilience under pressure: Prior incident response experience, familiar with issue tracking tools like Linear or Jira, and comfortable participating in an on-call rotation
Benefits
- Fully remote role
- Strategic coaching and guidance to refine your leadership approach and accelerate team impact
- Tools to showcase your achievements and story in ways that make you stand out to decision-makers
- Access to a network of companies hiring exclusively former athletes and veterans, including roles not publicly posted
- The ability to position yourself for leadership and high-visibility opportunities
- Access to a curated set of opportunities you won’t find on traditional job boards
Company Overview