You will work closely with the support team to help identify and triage production issues and determine
coding fixes for issues that arise as well as reroute issues of higher complexity to the core engineering
team. You will lead technical triage during incident response. You will be the technical guru in the
support team and understand the whole systems and pipeline for each of our products.
Develop and analyze code (both front end and back end) to find and triage problems and
prioritize bug reports from our customers
Provide technical leadership to incident management calls and production issue reviews
Communicate efficiently with members of the engineering team as well as end users
Participate in all appropriate planning and resolution of Jira Service tickets with a high sense of urgency.
Develop effective monitoring and alerting solutions for cloud based SaaS solutions.
BS/BA in Computer Science, Engineering, or equivalent preferred
and working with databases such as Postgres, MySQL
Familiar with scripting programming languages such as Python, bash, Typescript
Exposure to API development and debugging
Familiarity with AWS or Cloud based solutions is preferred
Experience working with Freshdesk Desk or JIRA ticketing system a plus
Ability and eagerness to learn new technologies quickly
Clear and compelling in written and spoken communication
Ability to work in a fast-paced environment and manage simultaneously competing priorities
Product Support Engineer – Cloud SaaS