Junior Support Engineer

Allego

Junior Support Engineer troubleshooting Allego’s SaaS platform and escalated customer incidents. Investigating logs and data, reproducing issues, and coordinating bug fixes with product and engineering teams.

Posted 8/5/2026full-timeWaltham • Massachusetts • 🇺🇸 United StatesJunior💰 $55,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving customer support incidents, utilizing SQL and cloud services like AWS. Capable of creating documentation and collaborating with cross-functional teams to enhance product functionality and customer satisfaction.

Highest-signal resume keywords

SQL KnowledgeCloud Services FamiliarityTechnical Support ExperienceDocumentation DevelopmentCustomer Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLLog AnalysisData ReviewTestingDocumentation Development

Soft Skills

Independent WorkCollaborationProblem-Solving

Tools & Technologies

AWS

Certifications & Qualifications

Certification In A Related Field

Industry Keywords

Technical SupportHelp DeskSaaS OperationsCustomer Success

Tech Stack

Tools & technologies

AWSCloudSQL

About the role

Key responsibilities & impact

Investigate support incidents escalated from the internal Customer Success Team
Gather and document data to clearly understand reported problems
Reproduce or isolate possible causes using log analysis, data review, and testing in development environments
Work directly with external customers to troubleshoot issues
Identify gaps in Customer Success knowledge and escalate them to responsible parties
Create documentation where appropriate to close knowledge gaps
Apply product expertise and customer insights to understand product functionality and practical use
Advise Product Managers, developers, or Customer Success when necessary
Submit and track bug remediation and functional enhancement requests on behalf of customers
Collaborate with Product Managers, Developers, DevOps, and other experts to identify customer solutions

Requirements

What you’ll need

Knowledge of relational databases and understanding of SQL
Familiarity with cloud services; AWS is a strong plus
Ability to develop documentation based on information from software developers
Ability to work independently as part of a largely remote team
Bachelor's degree, certification in a related field, or 2 years of experience working in a technical support, help desk, or SaaS operations environment

Benefits

Comp & perks

Medical, dental, and vision coverage
Unlimited vacation
Paid parental leave
Health Reimbursement Account (HRA)
Flexible Spending Account (FSA)
401(k) with company matching
Short & long-term disability, AD&D, and life insurance
Allego stock options