Support Engineer

• Partner with support staff to investigate and resolve customer issues
• Ask probing questions/technical questions to understand the problem/issue in order to debug quickly
• Help craft clear, customer-friendly explanations of technical issues and resolutions
• Train support staff on common technical patterns and troubleshooting approaches
• Analyze CloudWatch logs, application logs, and monitoring dashboards to identify root causes
• Understand API integrations and identify configuration errors vs. actual bugs
• Perform basic SQL queries to investigate data-related customer issues
• Collaborate with engineering team when genuine bugs or complex issues are identified
• Build and maintain internal runbooks and troubleshooting procedures
• Document common customer issues and their resolutions
• Contribute to improving our support processes and customer experience
• Help identify patterns in customer issues to prevent future problems
• Help support team determine when issues require engineering intervention vs. customer education
• Provide detailed technical context when escalating to the engineering team
• Support the follow-up process on escalated issues to ensure resolution
• Potential for direct customer communication as the role evolves

Technical Support Engineer

Automation and Production Support Analyst