About The Role
The role is the technical backbone of the support organization, handling escalated issues that require deep troubleshooting across cloud infrastructure, APIs, and distributed systems. When front-line support hits a wall, this role takes over — diagnosing root causes, reproducing bugs, and unblocking enterprise customers.
The work directly shapes product reliability. Every escalated ticket feeds engineering with actionable data, and every resolved outage protects revenue and trust with the customers who matter most.
Key Responsibilities
Own escalated technical tickets end-to-end, troubleshooting issues across REST APIs, Linux environments, SQL databases, and cloud platforms (AWS or GCP)
Reproduce bugs, capture logs and traces, and write detailed escalation reports that engineering can act on without follow-up
Serve as the technical point of contact for enterprise accounts during incidents, including participating in on-call rotation for severity-1 issues
Author and maintain runbooks, knowledge-base articles, and internal documentation to reduce repeat escalations
Analyze ticket trends to identify systemic product issues and present findings to product and engineering leadership
Partner with engineers on root-cause analysis and validate fixes before customer communication goes out
Contribute to support tooling improvements, including macros, automation, and monitoring integrations (Datadog, PagerDuty, or similar)
What We Are Looking For
3+ years in technical support, SRE-adjacent, or systems engineering roles supporting B2B software at scale
Strong working knowledge of Linux, networking fundamentals (DNS, TLS, load balancing), and HTTP APIs
Hands-on experience with SQL and log analysis tools (Splunk, ELK, or Datadog)
Scripting ability in Python, Bash, or equivalent for diagnostics and automation
Clear written communication — able to explain complex technical issues to both engineers and non-technical stakeholders
Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
Bonus: experience with Kubernetes, Terraform, or supporting API-first SaaS products; familiarity with Zendesk or Salesforce Service Cloud