Technical Support Engineer
AlertMedia
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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Tech Stack
About the role
- Act as level three technical support for Customer Success, troubleshooting and reproducing complex customer issues to identify root cause
- Troubleshoot and debug web-based applications using browser developer tools, AI-assisted debugging tools, and internal logs
- Build deep technical expertise across AlertMedia products and integrations; document and share knowledge through internal resources and training
- Partner with Customer Success Managers and Engineering to support smooth onboarding and issue resolution
- Manage customer expectations and build trusted relationships through clear, proactive communication
- Collaborate with Engineering and Product as a voice of the customer, identifying bugs, trends, and product improvement opportunities
- Continuously improve troubleshooting workflows by leveraging new tools and technologies, including AI-driven solutions
- Contribute to AlertMedia’s culture, values, and mission
Requirements
- Experience with Amazon Web Services (AWS)
- Experience with REST APIs
- Intermediate or higher SQL knowledge
- 3 years + advanced experience troubleshooting technical problems, interfacing with engineering on potential issues, and communicating with the customer through problem resolution
- Experience with Python, Javascript, Bash or similar language a plus
- Technical experience in an Enterprise SaaS company a plus
- Proficiency in leveraging AI tools (such as Claude Code, Codex or similar) to debug issues, analyze code, interpret error logs, and support efficient troubleshooting workflows
- Working with Windows IT-related concepts, such as file system, registry and Active Directory a plus
- Exceptional written and verbal communication skills
- Motivated by customer success and willingness to roll up sleeves to exceed customer expectations
- Strong listening skills with the ability to work with a variety of customer profiles
- The desire and ability to learn and be coached
- This position is not eligible for visa sponsorship
- Excellent communication skills
Benefits
- Competitive base salary + Company-wide bonus program
- Generous and flexible time off and parental leave policies
- Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
- 401K with generous company match
- Amazing rewards and incentives – we love celebrating each other!
- Commitment to community service with opportunities to give back
- A Best Places to Work company 10 years in a row and numerous other awards
- Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
- Ongoing career development opportunities through our Learning & Development team
- You'll do meaningful work—while growing your career in a fast-moving, global company with an award-winning culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingdebuggingSQLPythonJavascriptBashREST APIsAI toolsEnterprise SaaSWindows IT concepts
Soft Skills
written communicationverbal communicationcustomer successlistening skillsproactive communicationrelationship buildingcollaborationmotivationwillingness to learncoaching ability