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Tech Stack
Tools & technologiesAWSCloudGoogle Cloud PlatformGrafanaPython
About the role
Key responsibilities & impact- Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom
- Guide technical end users directly by debugging and refining custom-built Python and no-code agents
- Serve as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts
- Drive technical investigations across our stack and escalate deeper technical issues to product and engineering teams
- Shape our product roadmap by gathering and sharing platform feedback and feature requests with product and design teams
- Build and maintain automated diagnostic tools and scripts to scale our support operations and reduce resolution times
Requirements
What you’ll need- Bring 5+ years of experience providing technical support for an enterprise B2B SaaS organization
- Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
- Possess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments
- Enjoy working on-screen with customers to overcome product issues and Connect with them empathetically
- Communicate complex technical concepts clearly through excellent writing and communication skills
- Challenge the status quo by bringing experience with GenAI and LLMs (a huge bonus) and Own the resolution of every technical issue from start to finish
Benefits
Comp & perks- Generous PTO, plus company holidays
- Medical, dental, and vision coverage for you and your family
- Paid parental leave for all parents (16 weeks)
- Fertility and family planning support
- Early-detection cancer testing __through Galleri__
- Flexible spending account and dependent FSA options
- Health savings account for eligible plans with company contribution
- Annual work-life stipends for:
- Wellness stipend for gym, massage/chiropractor, personal training, etc.
- Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation, company stock options and 401k
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
PythonRESTful APIdebuggingintegrationno-code agentsautomated diagnostic toolscloud technologyGenAILLMs
Soft Skills
technical supportempathetic communicationproblem-solvingclear communicationcustomer engagementcollaboration