Support Engineer
Innovaccer
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Working with business and product teams to understand product vision and requirements
- Provide timely technical support to customers during US working hours, addressing issues related to service levels, cloud infrastructure, data storage, access control, authorization etc.
- Investigate and troubleshoot problems by analyzing logs, reviewing system metrics, and tracing functional flows across multiple applications
- Create and deploy data patches when necessary to resolve customer issues quickly and effectively
- Communicate technical issues and resolutions clearly to customers, managing expectations throughout the resolution process
- Coordinate with engineering, product, DevOps, infrastructure, and security teams to resolve complex technical challenges
- Escalate critical issues appropriately & follow through to ensure timely resolution
- Participate in incident response & post-mortem activities to prevent recurring issues
- Share customer insights & feedback with product and engineering teams to drive improvements
- Monitor cloud infrastructure and services to proactively identify potential issues
- Manage and troubleshoot blob storage, SQL, and NoSQL datastores, and related data issues
- Understand and navigate the functional workflows of core applications to diagnose problems effectively
- Document technical solutions, create knowledge base articles, and contribute to internal runbooks
Requirements
- You have 2 to 4 years of customer support engineering experience
- Experience working with major Infra/ DevOps teams on cloud platforms (AWS, Azure, or GCP), including compute, storage, and networking services
- Experience with ticketing systems and customer support platforms
- Strong understanding of both SQL and NoSQL databases, including troubleshooting queries and performance issues
- Experience with blob/object storage systems and data access patterns
- Knowledge of security engineering best practices
- Proficiency in log analysis, debugging, and creating technical documentation
- Excellent written and verbal communication skills with the ability to explain complex technical concepts to varied audiences
- Strong analytical and troubleshooting abilities with attention to detail
- Able to work US business hours and participate in on-call rotation as needed
Benefits
- Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
- Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
- Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
- Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
cloud infrastructuredata storageaccess controlauthorizationSQLNoSQLblob storagelog analysisdebuggingtechnical documentation
Soft Skills
communication skillsanalytical abilitiestroubleshooting abilitiesattention to detailcustomer supportexpectation managementcollaborationincident responseproblem-solvingfeedback sharing