Own and manage customer-reported product issues, ensuring resolution within defined Service Level Agreements (SLAs).
Perform root cause analysis and coordinate with appropriate engineering teams to drive issue resolution.
Diagnose and resolve product and third-party integration issues, both technical and non-technical.
Investigate, document, and escalate complex or systemic issues to engineering teams.
Provide on-call support coverage for Sev 1 and Sev 2 customer incidents from 8:00 AM to 8:00 PM Central Time, as part of a rotating schedule.
Collaborate with product management, engineering, and site reliability engineering teams to identify recurring issues and performance improvement opportunities.
Act as the “voice of the customer” by sharing insights and feedback to influence product enhancements.
Create, maintain, and contribute to technical documentation and knowledge base articles for internal teams and customers.
Stay current with new products and services through regular monthly releases.
Work independently, making informed decisions while owning issues end-to-end.

Requirements

Bachelor’s degree in Engineering, Computer Science, Information Technology, Computer Information Systems, or a related field (or equivalent practical experience)
3+ years of experience in fast-paced technical support, application support, or a related engineering role.
Strong troubleshooting skills with a proven customer-centric mindset.
Hands-on experience with tools and technologies such as: Kibana, Elasticsearch, MySQL, MongoDB, Browser Developer Tools, REST APIs / OpenAPI, RabbitMQ, Java Debugging, Python Scripting
Ability to work independently, manage multiple priorities, and take ownership of issues from start to finish.
Willingness to work flexible hours and participate in holiday/on-call rotations to meet customer SLA requirements.
Excellent written and verbal communication skills for effective interaction with customers and internal stakeholders.
Proficiency with support tools, CRM systems, and remote support technologies.
Adaptability to evolving industry trends and a dynamic support environment.
Prior experience in supply chain or logistics industries is a plus.

Applicant Tracking System Keywords

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

Hard Skills & Tools

troubleshootingroot cause analysistechnical supportapplication supportJava DebuggingPython ScriptingREST APIsOpenAPIKibanaElasticsearch

Soft Skills

customer-centric mindsetindependent workownershipcommunication skillsadaptabilitycollaborationproblem-solvingdocumentationprioritizationflexibility