Tivly

Support Engineer

• Help Desk Triage & Issue Replication
• Serve as the first point of contact for issues reported in the help desk channel, performing initial triage to separate genuine problems from repetitive or non-critical noise
• Gather logs, reproduce reported issues, and document clear, well-scoped tickets so that senior engineers and DevOps know where to look
• Act as a liaison between representatives, supervisors, and technical teams to close the gap between what is reported and what is actually happening
• Monitor an escalated help desk channel, working from team-lead archives to investigate real issues without being overwhelmed by duplicate reports
• Data & Reporting Support for Client Services
• Help Client Services interpret data by working in business intelligence tools such as Domo, Looker, or Power BI
• Take ownership of an existing library of reports and dashboards, reviewing how metrics are calculated, standardizing inconsistent definitions, and updating legacy reports with more accurate logic
• Partner with the data and Client Services teams to make reporting clearer, more consistent, and more trustworthy
• Documentation & Knowledge Management
• Capture and document CRM capabilities and processes that are currently undocumented or held as tribal knowledge
• Build and maintain user guides, FAQs, and troubleshooting references that reduce repeat questions and speed up onboarding
• Continuously improve documentation as systems and processes change
• Cross-Team & DevOps Support
• Assist DevOps with technical troubleshooting as needed (e.g., investigating 504 errors, timeouts, and other backend symptoms surfaced through support)
• Support Marketing and other internal stakeholders as a recognized internal customer of the support function
• Help identify recurring pain points and surface process improvements to the broader team.

Application Support Analyst