Support Engineer

• Provide Level 1 application support for internal users by diagnosing and resolving errors related to internal tools.
• Triage and troubleshoot reported issues, escalating complex or unresolved issues to the engineering team as needed.
• Investigate and resolve issues by:
• Scraping and reviewing log files
• Querying databases (read-only) to verify data accuracy or identify issues
• Checking console logs, network requests, or other infra-level diagnostics
• Find trends, bugs, and deep dive for root causes, by championing resolutions for internal users’ operational needs.
• Maintain and update internal knowledge base and troubleshooting playbooks, documenting fixes and standard operating procedures for recurring issues.
• Collaborate cross-functionally with engineers and the development team to communicate issues, validate fixes, and identify opportunities for process improvement.
• Track, document, and report test results and defect findings in tools such as Jira or similar platforms.
• Assist in identifying opportunities for automation, improved processes, and reduced error frequency.
• Help to build and improve upon debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient.
• Be actively involved in high-priority internal incidents, coordinating with engineering for resolution.
• Identify and suggest improvements to internal tools, processes, and documentation to enhance user experience and efficiency.
• Grow with the organization and team's needs, potentially specializing in specific internal systems or QA functions, , and/or helping to build out the team by training future teammates.

Support Engineer

Technical Support Specialist – L2/L3

Technical Support Specialist

Technical Support Specialist, L2/L3

Technical Support Engineer, Tier 1 Support