Cowbell

Platform Support Engineer II

Cowbell

full-time

Posted on:

Location Type: Remote

Location: Alabama • Arizona • United States

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About the role

  • Triage and troubleshoot user-reported issues to identify root causes and determine the most effective path to resolution.
  • Investigate platform, workflow, and API-related issues beyond Level 1 support scope.
  • Maintain clear, timely communication with stakeholders throughout the issue lifecycle.
  • Own support tickets end-to-end, from intake through closure, using Jira Service Management and related tools.
  • Drive timely resolution in alignment with established SLAs.
  • Document findings, troubleshooting steps, and outcomes to support future issue resolution.
  • Exercise judgment in determining when issues require escalation.
  • Prepare high-quality escalation context, including reproduction steps, impact assessment, findings, and working hypotheses.
  • Participate in incident response activities by supporting investigation, coordination, and stakeholder communication.
  • Based on experience and assignment, drive daily production syncs by setting agendas, coordinating discussions, and tracking follow-ups.
  • Facilitate alignment between business users, engineers, and other stakeholders during production issue review and resolution.
  • Provide operational continuity to ensure production issues progress toward resolution efficiently.
  • Validate fixes and configuration changes by reproducing issues, verifying expected behavior, and confirming resolution prior to closure.
  • Partner with engineering and QA teams to ensure fixes address root causes and avoid regression.
  • Build and maintain strong knowledge of the Cowbell Platform, including workflows, APIs, and system behavior.
  • Contribute to Level 0–3 knowledge bases, incident documentation, and internal runbooks.
  • Ensure documentation remains accurate and reflects current platform behavior and support practices.
  • Collaborate closely with engineering, QA, product, and support teams to resolve issues and improve platform reliability.
  • Participate in root cause analysis discussions and share operational insights to help prevent recurring issues.

Requirements

  • Bachelor’s degree in a relevant field, or equivalent practical experience.
  • Prior experience in a technical support, platform support, or software-adjacent role.
  • Experience level may vary depending on demonstrated skills, judgment, and overall team needs.
  • Experience troubleshooting and debugging software applications or platforms.
  • Familiarity with incident management and escalation workflows.
  • Ability to manage multiple issues in a fast-paced, evolving environment.
  • Exposure to support and observability tools such as Jira, Jira Service Management, FireHydrant, Datadog, Sentry, Logrocket, Postman, or similar tools is a plus, but not required. Team members are expected to learn and adapt to the tools used to support and operate the Cowbell Platform.
  • Ability to clearly explain technical concepts to non-technical audiences, both verbally and in writing.
  • A proactive, empathetic, and customer-focused mindset.
  • Willingness to continuously learn new tools, systems, and workflows.
  • Comfortable using developer assistance tools (such as GitHub Copilot, Cursor, and other LLM-based tools) to support troubleshooting, investigation, and understanding of code behavior.
Benefits
  • Flexible PTO policy, 13 paid holidays in the US
  • Company subsidized medical, dental, and vision insurance (90% for employee and eligible dependents)
  • Flexible Spending Accounts or Health Savings Accounts, depending on your selected health insurance
  • Stock options in a rapidly scaling startup
  • 401(k) program with employer matching
  • Company paid basic Life, AD&D, STD & LTD and Voluntary benefits
  • 16 weeks paid Parental Leave for all new parents
  • Winner of Inc. Magazine’s Annual List of Best Workplaces for 2022 & 2023
Applicant Tracking System Keywords

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

Hard Skills & Tools
troubleshootingdebuggingincident managementescalation workflowsroot cause analysisdocumentationAPI-related issuesplatform supportsoftware applications
Soft Skills
clear communicationcustomer-focused mindsetproactiveempatheticability to explain technical conceptscollaborationorganizational skillsjudgmentadaptabilityproblem-solving