Perform advanced troubleshooting to diagnose and resolve complex or escalated production issues with accuracy and urgency
Lead hands-on triage during incidents, collaborating with cross functional teams to restore service and minimize customer impact
Support deployments, scheduled maintenance, and disaster recovery activities to ensure platform stability and continuity
Participate in team triage discussions, readiness drills, and outage mitigation efforts to strengthen operational resilience
Contribute to on-call rotations, including occasional after hours, weekend, and holiday support as needed
Develop and refine operational processes, runbooks, and troubleshooting guides to improve team efficiency and consistency
Serve as a subject matter expert (SME) for assigned product areas, providing guidance to internal teams and mentoring peers
Maintain clear, proactive communication with customers and stakeholders throughout the lifecycle of technical issues
Identify recurring problems and partner with engineering to drive long-term corrective actions and product improvements
Ensure documentation, knowledge base articles, and internal resources remain accurate, current, and easy to consume

Requirements

Computer Science or equivalent degree and/or 5 years' work experience in Technical Operations, Tier 2 Technical Customer Support, or similar role
Proficiency with SQL queries, Linux / Bash
Working knowledge with Java or Python (preferred)
Experience with monitoring tools such as Nagios, AWS CloudWatch, or similar (preferred)
Excellent verbal and written communication skills, with the ability to work effectively with international customers and both technical and non-technical stakeholders (a must)
Strong work ethic, customer focus, initiative, critical thinking, and follow-through

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLLinuxBashJavaPythontroubleshootingincident managementdisaster recoveryoperational processesmonitoring tools

Soft Skills

communicationcustomer focusinitiativecritical thinkingfollow-throughteam collaborationmentoringproblem-solvingproactive communicationwork ethic