Support Engineer

• Own the helpdesk end-to-end, covering intake, triage, internal routing, and customer communication
• Implement automations, SLA policies, forms, and runbooks, and publish weekly, monthly, and quarterly KPI reports
• Reproduce and resolve, route or escalate issues across product features, ETL pipelines, GraphQL queries, database traversals, and SQL scripts
• Capture and follow up, if not provided by a user/client, evidence such as screenshots, videos, logs, and traces, and deliver clear Root Cause Analyses
• Work with Product and Engineering to file high-quality bug reports, verify fixes, and close the loop with customers
• Establish and evolve support operations
• Define SLA targets (based on MSA), escalation paths, incident communication templates, and internal ticket flows that scale with volume
• (Re-)Categorize user requests to distinguish between different request types and corresponding SLA targets
• Sync with Product and Engineering to gain a firm understanding of our products and tech stack to better reproduce/understand support requests and create CS function handbooks
• Raise the bar on the helpdesk stack by refining queues, fields, and taxonomies, implementing automation rules, and connecting with status pages, analytics, and logging or telemetry where useful
• Create and maintain knowledge base articles and runbooks with the Technical Writer to drive self-service and deflect tickets
• Coach teammates on effective handoffs, and keep ticket hygiene high so reporting and trend analysis stay reliable
• Watch for performance and scale risks in the knowledge graph, and partner with Engineering on pragmatic mitigations such as indexing guidance, caching strategies, and safeguards
• Represent Support in customer communication and give clear and empathetic updates during investigations and after resolution
• Track and report support and reliability KPIs to Product leadership and propose quarterly improvement initiatives based on trend data

Senior Customer Support Engineer

2nd Level Support Engineer – UEM

Technical Support Engineer

2nd Level ITSM Support Engineer

Customer Support Engineer, MedTech, SaaS