Support Engineer
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Support Engineer managing customer issues for SaaS platform at Converge. Collaborating with teams to ensure SLA adherence and process improvement.
Responsibilities:
- Manage our Jira support help desk and ensure SLAs are met
- Build and continuously improve the support processes
- Develop & maintain Python scripts
- Manage support requests for customers across different time zones within the US
- Triage customer issues by checking logs, running simple database queries
- Perform root cause analysis for production errors and recommend improvements
- Work with different team members and stakeholders representing all areas of the business
- Regularly prepare and present content to stakeholders within Converge
Requirements:
- 3+ years supporting SaaS platforms
- Proficiency with Docker Containers
- Experience with AWS PaaS, including but not limited to… VPC CloudFront, API Gateway & ALB, Cognito, MWAA, ECR & ECS Fargate
- Proficiency with Datadog
- Working knowledge of databases
- Knowledge of GraphDBs, Neo4j & Cypher is a huge plus
- Proficiency using APIs
- GraphQL is a huge plus
- Proficient understanding of version control best practices using Git
- Bachelor’s degree in Computer Science or equivalent
- 5+ years of related work experience
Similar Jobs
Level 3 – Network Technical Support Engineer
Level 3 (L3) Network Technical Support Engineer specializing in network infrastructure and hospitality networks. Advanced troubleshooting, vendor coordination, and configuration in diverse environments.
BPaaS Support Analyst
BPaaS Support Analyst delivering Workday and OSV Service Center support. Managing user accounts and troubleshooting in a fast-paced collaborative environment.
Analista de Suporte Técnico N1 – Pleno
Technical Support Analyst for Umbler, assisting clients with technical issues and maintaining service quality. Responsible for troubleshooting and managing client support tickets remotely.
Support Engineer
Support Engineer resolving complex enterprise customer technical issues using AI-powered solutions. Collaborating with Product and Engineering teams to enhance customer experience and product performance.
Customer Care, Technical Support
Technical support role at Encoura assisting customers with online learning products and technical issues. Providing troubleshooting and empathetic service while managing support tickets.
Senior Support Engineer – MSP
Senior Support Engineer providing technical excellence and advocating for customer satisfaction at My IT Crew, a leading MSP since 2016. Join us in shaping our culture of collaboration and excellence.
Analista de Suporte e Atendimento – JR
Support Analyst providing customer assistance in the telecommunications sector focusing on fiber optic networks. Managing inquiries and resolving customer issues through various platforms.
Tier 1 Technical Support Representative
Tier 1 Technical Support Representative providing inbound customer support through phone, email, and chat. Focused on improving customer satisfaction and resolving technical inquiries remotely.
Tier 1 Technical Support Representative
Technical Support Representative providing inbound telephone and e-mail support for customers. Assisting with hardware and software inquiries in a remote environment.
Information Governance – Litigation Support Analyst, Senior
Information Governance & Litigation Support Analyst managing legal hold and information governance capabilities. Collaborating across departments to ensure compliance and support information management.
Client Technical Analyst
Client Technical Analyst supporting Experian's API platform. Diagnose software issues, develop SQL queries, and document support processes for client resolutions.
Customer Support Analyst
Customer Support Analyst resolving client issues with Binary Stream's software. Collaborating with teams to enhance customer satisfaction in financial ERP space.
Residential Pro Technical Support Representative
Technical Support Representative handling support inquiries for channel partners in security solutions. Resolving issues related to electronic locks and access control systems.
IT Support Engineer
IT Support Engineer supporting US team in administrative tasks and ticket assignments at ALTEN Mexico. Involves maintaining IT systems and ensuring data integrity for laboratory operations.
Support Engineer
Support Engineer managing customer interactions by providing exceptional support for engineering tasks. Working with a global leader in CN-based chemicals for diverse sectors from mining to agriculture.
Technical Support Specialist
Provide technical support for all customers utilizing the InteractRV Web Platform. Focus on customer requests via phone, email, and chat while maintaining web platforms.
Technical Support Manager
Technical Support Manager leading the Technical Support Desk and ensuring compliance within the European market at Aggreko. Driving customer satisfaction and technical excellence with innovative technologies
Customer Support Technician
Customer Support Technician providing technical support to clients using Mitto's platform and collaborating with partners and internal teams. Handling customer inquiries with a focus on problem-solving and technical knowledge.
IT Support Analyst – Supervisor
Lead and develop the Maggie Support Analyst team at Magna Legal Services providing remote legal tech support. Manage incident response and build knowledge base for court reporters.
IT Support Analyst
IT Support Analyst handling customer support for Magna's Maggie product. Resolving technical issues and collaborating with IT teams during live depositions.