Support Engineer

• Incident ownership: Manage complex incidents from triage through resolution, coordinate cross-functional resources, conduct post-incident reviews, and communicate promptly with stakeholders.
• Technical investigation: Analyze logs, traces, metrics, and data queries to diagnose issues across backend services, integrations, payment rails, and custody systems.
• Reproduce issues in test environments as needed.
• Escalation and collaboration: Partner with Engineering, DevOps, and Product teams to prioritize fixes, develop mitigation plans, and track progress toward resolution.
• Knowledge management: Develop and maintain technical runbooks, troubleshooting guides, and customer-facing incident updates.
• Coach L1/L2 agents on common issues and their resolutions.
• Monitoring and alerting: Define effective alerts, adjust thresholds, and reduce noise to improve incident detection and response times.
• Release support: Participate in release reviews, validate deployments in staging and production, and conduct targeted post-release checks to detect regressions early.
• Continuous improvement: Lead initiatives to eliminate recurring incidents, automate investigations, and enhance observability and telemetry across the stack.
• Customer communication: Deliver clear, timely, and professional updates to customers and stakeholders throughout incident lifecycles, ensuring expectations are managed and outcomes are documented.

Technical Support Agent

• Own the employee IT lifecycle.
• Administer the core stack.
• Run 2nd-level support.
• Manage DNS and domain registrars.
• Build monitoring and alerting for internal IT systems.
• Document properly.
• Collaborate across teams.

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Technical Support Agent

IT Support Engineer