About The Role The role is the technical backbone of the support organization, handling escalated issues that require deep troubleshooting across cloud infrastructure, APIs, and distributed systems. When front-line support hits a wall, this role takes over — diagnosing root causes, reproducing bugs, and unblocking enterprise customers. The work directly shapes product reliability. Every escalated ticket feeds engineering with actionable data, and every resolved outage protects revenue and trust with the customers who matter most.

Key Responsibilities

Own escalated technical tickets end-to-end, troubleshooting issues across REST APIs, Linux environments, SQL databases, and cloud platforms (AWS or GCP) Reproduce bugs, capture logs and traces, and write detailed escalation reports that engineering can act on without follow-up Serve as the technical point of contact for enterprise accounts during incidents, including participating in on-call rotation for severity-1 issues Author and maintain runbooks, knowledge-base articles, and internal documentation to reduce repeat escalations Analyze ticket trends to identify systemic product issues and present findings to product and engineering leadership Partner with engineers on root-cause analysis and validate fixes before customer communication goes out Contribute to support tooling improvements, including macros, automation, and monitoring integrations (Datadog, PagerDuty, or similar) What We Are Looking For 3+ years in technical support, SRE-adjacent, or systems engineering roles supporting B2B software at scale Strong working knowledge of Linux, networking fundamentals (DNS, TLS, load balancing), and HTTP APIs Hands-on experience with SQL and log analysis tools (Splunk, ELK, or Datadog) Scripting ability in Python, Bash, or equivalent for diagnostics and automation Clear written communication — able to explain complex technical issues to both engineers and non-technical stakeholders Bachelor's degree in Computer Science, Engineering, or equivalent practical experience Bonus: experience with Kubernetes, Terraform, or supporting API-first SaaS products; familiarity with Zendesk or Salesforce Service Cloud