Support Engineer

Skills

About the Role

You will own support requests from initial response through resolution, keep users informed, and close every open thread. You will investigate technical issues, reproduce bugs, implement practical fixes or workarounds, and escalate larger fixes with clear context. You will build support tools and automation, establish metrics, identify trends, and turn recurring issues into product, documentation, and process improvements.

Requirements

• Experience in technical support or support engineering within a medium to large support organization
• Experience investigating complex software systems and unfamiliar technical problems
• Practical coding skills and experience building scripts, tools, or internal utilities
• Judgment about independent resolution and actionable engineering escalation
• Communication with technical and nontechnical users
• Ability to track commitments, coordinate handoffs, and close the loop
• Ability to improve support processes independently
• Availability to work US time zone hours

Responsibilities

• Own support requests from initial response through resolution
• Keep users informed and follow through on every open support thread
• Investigate technical issues and reproduce bugs
• Implement straightforward fixes and practical workarounds
• Provide engineers with reproduction steps, technical context, and customer impact for larger fixes
• Build tools and automation for triage, investigation, communication, and follow-up
• Establish support metrics and goals for queue health, responsiveness, resolution, and customer experience
• Turn recurring issues into product, documentation, and support-process improvements
• Help shape support processes and operating practices