Technical Support Engineer II

• Independently diagnose complex workflow failures, platform anomalies, and system behavior using logs, database investigation, API testing, and other technical resources
• Provide Engineering teams with data-backed investigation results, reproduction steps, logs, technical context, and clearly defined assistance requests
• Investigate beyond surface-level symptoms to identify root causes and recurring patterns
• Navigate application behavior, source code, logs, APIs, and database data to correlate symptoms across systems
• Collaborate with Engineering to understand deployments, architectural changes, dependencies, and downstream impacts
• Operate with minimal supervision while prioritizing operational work and longer-term initiatives
• Maintain ownership of the operational queue, ensuring clear ownership, current documentation, and defined resolution paths
• Drive issues from initial investigation through resolution, escalation, or handoff while communicating with stakeholders
• Implement process and tooling improvements that reduce operational friction
• Surface recurring platform or operational problems to leadership with supporting data and business impact
• Serve as a technical liaison between client-facing teams, Product, Engineering, and stakeholders
• Use AWS services, logs, and platform resources to investigate and diagnose technical issues
• Communicate issue status, findings, blockers, business impact, and next steps
• Translate complex technical problems into business impact and actionable next steps
• Facilitate cross-functional technical discussions
• Produce post-incident or issue summaries
• Maintain technical documentation, troubleshooting workflows, and decision trees
• Participate in team troubleshooting and collaborate with peers before escalation
• Help less-experienced engineers develop investigative and troubleshooting skills
• Share SQL queries, troubleshooting techniques, discoveries, and investigation patterns
• Use GenAI tools to accelerate log analysis, understand code behavior, develop queries or scripts, and produce technical documentation
• Identify AI and automation opportunities to reduce repetitive operational work

• 2–5 years of relevant experience in technical support engineering, platform enablement, software engineering, DevOps, production support, or another deep technical troubleshooting role
• Strong troubleshooting skills using observability and log-analysis platforms such as Datadog or Observe
• Experience troubleshooting applications and services operating within AWS cloud environments
• Experience investigating data using complex SQL queries
• Ability to manually test APIs using tools such as Postman or cURL, validate JSON payloads, and diagnose failures using browser developer tools
• Ability to navigate source code and application logic sufficiently to correlate user-facing behavior with backend logs and system behavior
• Demonstrated ability to independently investigate complex technical issues and manage competing priorities
• Strong written and verbal communication skills, including the ability to translate technical problems into business impact
• Experience using GenAI tools such as GitHub Copilot, Gemini, Claude, or similar tools to assist with technical investigation, scripting, documentation, or information discovery
• Preferred: experience developing scripts or advanced queries to aggregate data or automate repetitive operational tasks
• Preferred: experience investigating RBAC, permissions, authentication, or authorization-related failures
• Preferred: experience supporting high-stakes client onboarding, production incidents, or critical business workflows
• Preferred: working knowledge of one or more programming or scripting languages
• Preferred: strong SQL skills and familiarity with application and database architecture
• Preferred: experience creating technical runbooks, troubleshooting guides, or operational documentation

• Unlimited PTO
• Medical benefit contributions in congruence with local laws and type of employment agreement