Support Engineer

• Serve as the technical escalation point for complex Databolt issues, performing deep technical analysis to identify and resolve problems.
• Manage and resolve complex customer issues, participating in on-call rotations to respond to critical incidents.
• Drive problem management by participating in Root Cause Analysis (RCA) and contributing to the development of Permanent Corrective Actions (PCA) to prevent issue recurrence.
• Develop and maintain comprehensive documentation for our internal and external knowledge bases, detailing troubleshooting guides and common issue resolutions.
• Act as a critical feedback loop to Product and L3 Engineering teams, channeling customer feedback and common issues to foster continuous improvement.
• Provide guidance and mentoring to L1 support engineers, helping to build the technical capacity of the frontline team.
• Manage the case lifecycle across a suite of tools, including Salesforce, JIRA, Slack, and PagerDuty.

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