Aiwyn

Senior Technical Support Engineer

Aiwyn

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

ETLSQL

About the role

  • Identify and troubleshoot complex customer issues in unique configurations.
  • Analyze patterns in customer interactions to drive product and service improvements.
  • Educate customers and internal teams on Aiwyn products, becoming an SME (Subject Matter Expert) on key features.
  • Act as the technical liaison between teams like Support, Customer Success, and Engineering, serving as the escalation point for complex technical issues.
  • Triage and document incoming bug reports, reproducing issues and providing detailed findings to the engineering team to support efficient escalation.
  • Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights.
  • Monitor, troubleshoot, and maintain ETL pipelines and data connections, identifying and resolving failures or data integrity issues.
  • Monitor and maintain integrations and data connections, proactively identifying and resolving issues before they impact customers.
  • Develop scalable support processes based on customer feedback to improve workflows.
  • Provide exceptional support via emails, chats, or calls for both routine and advanced technical issues.
  • Work in GitHub to investigate code-related issues or make small fixes as needed.

Requirements

  • BA in Computer Science.
  • 3-5 years experience in product development or technical support within a SaaS environment.
  • Strong knowledge of databases and SQL for troubleshooting technical issues.
  • Experience with ETL tools and data pipeline monitoring.
  • Familiarity with web development, APIs, and tools like LogRocket for problem resolution.
  • Comfort working in GitHub for code investigation and minor fixes.
  • Excellent communication skills, with the ability to simplify complex technical topics for customers and internal teams.
  • Ability to thrive in a fast-paced environment while managing multiple issues.
Benefits
  • Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls.
  • Remote - work-from-anywhere culture
  • Flexible PTO
  • World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support.
  • Stock options - every Full Time Employee has ownership in Aiwyn's future and success.
  • 401(k) matching
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLETLdata pipeline monitoringweb developmentAPIstroubleshootingproduct developmenttechnical supportcode investigationbug reporting
Soft Skills
communicationproblem-solvingcustomer educationtechnical liaisonworkflow improvementmultitaskingadaptabilityteam collaborationcustomer supportsimplifying technical topics
Certifications
BA in Computer Science