Dedicated Support Engineer

Skills

About the Role

You will support Premium Support customers through complex production issues, investigate systems using logs and telemetry, coordinate incident responses, and turn recurring findings into monitoring, runbooks, tooling, and automation improvements.

Requirements

• Support Engineering, Solutions Engineering, Solutions Architecture, or similar production-diagnosis experience
• Expert troubleshooting across APIs, distributed systems, cloud infrastructure, and enterprise integrations
• Experience with logs, metrics, traces, API requests, authentication flows, and customer configurations
• Experience managing customer-impacting incidents and root-cause analysis
• Ability to write code or scripts; Python or JavaScript experience is valuable
• Ability to communicate complex technical issues to technical and business stakeholders
• Full fluency in spoken and written English
• Submit a resume in English

Responsibilities

• Troubleshoot complex customer technical issues
• Analyze logs and system behavior to isolate failure domains
• Coordinate responses to high-impact customer incidents
• Document customer architectures and operational constraints
• Monitor integrations for emerging risks and failure patterns
• Prepare runbooks and support readiness for launches and migrations
• Lead incident reviews and track corrective actions
• Translate customer pain into Product and Engineering feedback
• Create scalable troubleshooting, monitoring, tooling, and automation improvements

Benefits

• Relocation assistance for new employees

Hiring Process

Submit a resume in English; interview in English.