Technical Support Engineer
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Job Description
Technical Support Engineer at TrueML diagnosing complex system failures and empowering the team with documentation and insights. Focused on improving customer experiences through enhanced technical support.
Responsibilities:
- Independently diagnose complex system failures using advanced log analysis
- Act as the 'technical interpreter' for stakeholders and Tier 1 support
- Provide rigorous, high-fidelity bug reports to developers
- Author troubleshooting workflows to empower lower-tier issue resolution
- Use GenAI to summarize logs and draft complex SQL queries
- Spot recurring patterns in system issues and flag larger platform friction points
- Explain investigations to Tier 1 colleagues to enhance team knowledge
Requirements:
- 2–5 years of experience in technical support engineering or platform enablement
- Proficient in log analysis tools (Datadog, Observe) and SQL for database debugging
- Manually test endpoints via Postman/cURL, validate JSON payloads
- Navigate source code to inspect application logic
- Self-starter who can prioritize a high volume of triage tasks
- Using tools like Gemini, Claude, or GitHub Copilot for assistance
Benefits:
- Unlimited PTO
- Medical benefit contributions in congruence with local laws and type of employment agreement
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