Support Engineer
RemoteUnited States or Canada
United States or CanadaRemoteFull TimeMid LevelSmall
Full TimeMid LevelSmall
Job Summary
Diagnose and resolve escalated customer issues by scouring logs, running database queries, and leveraging observability tools like Grafana and Honeycomb. Build systems to empower the Support team, including runbooks, diagnostic scripts, automations, and AI-assisted triage tooling. Coach the team on technical troubleshooting and define strong escalation criteria to improve overall team performance. File well-scoped tickets with clear reproduction steps and context to keep Engineering focused on building core features. Use AI to accelerate problem diagnosis and internal tool development.
Required Qualifications
- 3+ years in a technical support, support engineering, SRE, or similar troubleshooting-heavy role
- Experience that shows strong diagnostic and systems-building skills
- Comfortable working with monitoring and observability tools
- Experience with log analysis
- Experience with database queries
- Experience with issue tracking and engineering workflow tools (e.g., Jira, GitHub)
- Strong written communication
- Demonstrated use of AI tools in your own work
- Able to work remotely from the Eastern, Central, or Mountain time zones
- Qualified to work in the United States or Canada
Desired Qualifications
- Ability to read and trace through a web application codebase (PHP/React or similar) to diagnose issues at the code level
- Experience building internal tools, dashboards, or automations that made a support team more effective
- Familiarity with HIPAA-compliant environments
- A track record of shaping the escalation process between Support and Engineering, making both sides better in the process
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