Senior Support Engineer

Skills

About the Role

You will serve as a technical point of contact for enterprise customers, resolve production issues, monitor infrastructure, and collaborate with Engineering and DevOps on complex incidents. You will maintain documentation and runbooks, improve dashboards and workflows, participate in on-call coverage, and advocate for customer needs.

Requirements

• 6+ years of experience in customer-facing technical support roles
• Troubleshooting and debugging skills in distributed systems and cloud-native environments
• Experience with on-call tools such as Opsgenie or Datadog On-Call
• Knowledge of monitoring tools such as Datadog and incident-management best practices
• Written and verbal communication skills for technical and non-technical stakeholders
• Availability aligned with North America business hours from 9:00am to 5:00pm PST or EST

Responsibilities

• Serve as a technical point of contact for enterprise customers
• Resolve production issues and answer platform questions
• Monitor production systems and infrastructure health
• Collaborate with DevOps and Engineering teams to troubleshoot technical problems
• Create and maintain customer-facing documentation and internal runbooks
• Create and expand internal monitoring dashboards
• Participate in the on-call rotation and lead incident response
• Advocate for customer needs and prioritize fixes and improvements
• Improve support operations, tooling, and workflows

Benefits

• Equity options
• Comprehensive medical, dental, and vision insurance
• Generous vacation time and paid time off
• Fully remote work
• Biannual company offsite
• Cell phone stipend
• Hardware included