Terac

Support Engineer

• Triage and resolve expert-facing support tickets via Slack
• Debug technical issues experts encounter on the platform — from login problems to payment hiccups to session errors
• Use Claude Code and internal MCP tooling to query databases, investigate root causes, and implement fixes directly
• Escalate and document bugs for the engineering team when deeper changes are needed
• Build and improve support workflows, knowledge base articles, and internal runbooks
• Identify recurring issues and advocate for platform improvements that reduce support volume
• Monitor expert experience metrics and flag emerging problems early