Support Engineer

Posted 49ds ago

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Job Description

Support Engineer troubleshooting complex technical issues across cloud-based solutions for enterprise customers. Collaborating with cross-functional teams ensuring reliability and exceptional customer support during US business hours.

Responsibilities:

Working with business and product teams to understand product vision and requirements
Provide timely technical support to customers during US working hours, addressing issues related to service levels, cloud infrastructure, data storage, access control, authorization etc.
Investigate and troubleshoot problems by analyzing logs, reviewing system metrics, and tracing functional flows across multiple applications
Create and deploy data patches when necessary to resolve customer issues quickly and effectively
Communicate technical issues and resolutions clearly to customers, managing expectations throughout the resolution process
Coordinate with engineering, product, DevOps, infrastructure, and security teams to resolve complex technical challenges
Escalate critical issues appropriately & follow through to ensure timely resolution
Participate in incident response & post-mortem activities to prevent recurring issues
Share customer insights & feedback with product and engineering teams to drive improvements
Monitor cloud infrastructure and services to proactively identify potential issues
Manage and troubleshoot blob storage, SQL, and NoSQL datastores, and related data issues
Understand and navigate the functional workflows of core applications to diagnose problems effectively
Document technical solutions, create knowledge base articles, and contribute to internal runbooks

Requirements:

You have 2 to 4 years of customer support engineering experience
Experience working with major Infra/ DevOps teams on cloud platforms (AWS, Azure, or GCP), including compute, storage, and networking services
Experience with ticketing systems and customer support platforms
Strong understanding of both SQL and NoSQL databases, including troubleshooting queries and performance issues
Experience with blob/object storage systems and data access patterns
Knowledge of security engineering best practices
Proficiency in log analysis, debugging, and creating technical documentation
Excellent written and verbal communication skills with the ability to explain complex technical concepts to varied audiences
Strong analytical and troubleshooting abilities with attention to detail
Able to work US business hours and participate in on-call rotation as needed

Benefits:

Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.

Support Engineer

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