Technical Support Engineer III

Posted 101ds ago

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Senior Technical Support Engineer at ShipBob managing technical incidents and guiding junior engineers in a remote setting.

Serve as the primary escalation point for L1/L2 support on high-impact production issues.
Analyze and resolve problems across endpoints (Windows, macOS, mobile devices), networking, cloud services, and critical enterprise applications.
Perform detailed root cause analysis and develop preventative actions.
Create automation scripts/tools to reduce manual resolution workloads.
Manage IAM systems (e.g., Azure AD/Entra ID).
Oversee ticket life cycle in Jira Service Management (or similar), including documentation, escalations, and SLA tracking.
Develop and maintain knowledge base articles, SOPs, troubleshooting guides, and training content.
Collaborate with software engineering, network, and cloud teams on infrastructure or application-level issues.
Provide guidance and best practices in a remote-first, cloud-first environment.

Bachelor’s degree in Computer Science, Engineering, or related field.
5+ years of experience in technical support or operations, with at least 2 years in a senior or escalation role.
Established expertise in troubleshooting complex production issues in high-availability environments.
Programming & Frameworks: solid experience with .NET Framework and ability to debug .NET applications.
Scripting & Automation: Proficiency in Python, PowerShell, or Bash for automation and operational tasks.
Database Skills: Advanced knowledge of SQL for troubleshooting and performance tuning.
Cloud Platforms: Hands-on experience with AWS, Azure, or GCP, including services for monitoring and scaling.
Monitoring Tools: Familiarity with Datadog, PagerDuty, New Relic, or similar tools.
CI/CD & Deployment: Understanding of pipelines and release processes for troubleshooting deployment issues.
AI/ML Exposure: Knowledge of leveraging AI/ML for anomaly detection, predictive monitoring, and automating repetitive tasks.
System Analysis: Ability to interpret logs, analyze performance metrics, and identify bottlenecks.
Excellent communication skills and ability to work in a 24/7 support model.