Support Engineer – Veterinary HealthTech
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Job Description
Support Engineer in a veterinary software company, resolving customer technical tickets and managing cloud infrastructure. Collaborate with teams to improve service quality and efficiency.
Responsibilities:
- Customer Lifecycle Management: Handle technical onboarding (provisioning environments, configurations, integrations, and data imports) and decommissioning (data exports, environment teardown, access revocation).
- Data Migrations & Quality: Perform structured data migrations between systems, including data validation, transformation, and quality assurance to ensure data integrity.
- Technical Ticket Resolution: Own and resolve technical tickets escalated by the CX team, including environment troubleshooting, bulk updates, and complex platform issues.
- CX Partnership & Communication: Collaborate closely with Customer Success and Implementation managers to clarify technical needs and communicate outcomes clearly.
- Automation & Process Improvement: Identify recurring issues to build tools, runbooks, and automation that reduce ticket volume and speed up resolution times.
Requirements:
- SQL & Database Management: Advanced proficiency in writing and executing complex queries to facilitate data extraction, transformation, validation, and large-scale migrations across relational databases.
- AWS Cloud Infrastructure: Hands-on expertise with core AWS services (including RDS, S3, EC2, and ECS) to effectively support and maintain cloud-hosted client environments.
- Kubernetes Orchestration: Sound working knowledge of cluster operations, pod lifecycle management, and workload troubleshooting in containerized environments.
- Infrastructure as Code (Terraform): Practical experience interpreting and applying Terraform configurations to streamline automated environment provisioning and decommissioning workflows.
- Version Control & CI/CD (Git/GitHub): High level of comfort managing infrastructure repositories, including creating, reviewing, and merging Pull Requests for Terraform and Helm codebases.
- Helm Deployment: Proficiency in deploying and managing Helm charts to handle customer environment setups and teardowns efficiently.
- English Proficiency: Must-have C1-level fluency (written and spoken) to communicate effectively, translate technical concepts into plain language, and collaborate seamlessly across teams.
Benefits:
- 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection.
- Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings.
- Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed.
- Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock.
- Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies.
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