Tier II Support Engineer

Metrc

Tier II Support Engineer resolving complex system and API issues for a cannabis regulatory tech company. Acting as a bridge between Support and Development to automate solutions.

Posted 5/15/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Distributed SystemsDockerJavaScriptKubernetesPythonSQL

About the role

Key responsibilities & impact

Serve as the final escalation point within Support for complex system and API issues, using log analysis, database queries, API testing, and scripting to diagnose root causes.
Create and manage detailed JIRA tickets — including reproduction steps, logs, and proposed fixes — to accelerate Development team resolution.
Write scripts and tooling (Python, PowerShell, SQL, API utilities) to automate repetitive troubleshooting and reduce time-to-resolution.
Identify recurring issue patterns and drive permanent, code-based solutions such as bug fixes, data migration scripts, or internal tools.
Build and maintain internal support automation — diagnostic scripts, dashboards, and workflow tools that empower the broader team to self-serve.
Proactively communicate status updates, timelines, and workarounds to end users and stakeholders throughout the resolution process.
Create and maintain troubleshooting guides, runbooks, and knowledge base articles with a preference for executable, code-backed documentation.

Requirements

What you’ll need

3–5 years in technical support with proven ability to resolve complex software, API, or system issues.
Proficient in at least one scripting language (Python, PowerShell, Bash, JavaScript, or C#) and comfortable writing code daily.
Working knowledge of SQL, RESTful APIs, and tools like Postman or curl for debugging and validation.
Solid understanding of web applications, networking fundamentals, and distributed systems.
Exposure to DevOps concepts (Git, CI/CD, Docker/Kubernetes) is a plus.
Strong communicator who can translate technical findings for both technical and non-technical audiences.
A builder's mentality — defaults to "how can I automate this?" over doing it manually again.
Must be based and work in the US.

Benefits

Comp & perks

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Hard Skills & Tools

PythonPowerShellSQLAPI testingscriptinglog analysisdatabase queriesRESTful APIsdebuggingautomation

Soft Skills

strong communicatorproblem-solvingcollaborationtechnical translationproactive communicationbuilder's mentalityattention to detailorganizational skillsself-service empowermentadaptability