Technical Support Engineer, Manufacturing Information Systems

• Provide Level 2 technical support by resolving escalated issues from Customers and Tier 1 Support
• Troubleshoot application, configuration, API, and data-related issues
• Analyze application logs, stack traces, monitoring alerts, and system metrics
• Escalate software defects to Engineering with detailed technical analysis
• Support customer configuration requests and application functionality
• Monitor production environments and respond to alerts
• Participate in incident response and recovery activities
• Support on-call production activities
• Work closely with Engineering, Product, DevOps, and Operations teams
• Contribute to troubleshooting documentation, runbooks, and knowledge articles
• Share technical knowledge with Tier 1 Support
• Identify recurring issues and suggest process improvements
• Participate in automation initiatives
• Contribute to post-incident reviews

• Strong understanding of application support methodologies and incident management
• Experience troubleshooting production applications and distributed systems
• Ability to analyze application logs, error messages, and stack traces to identify root causes
• Knowledge of REST APIs, including querying, testing, and troubleshooting API endpoints
• Understanding of JSON request and response payloads
• Knowledge of SQL for querying databases and troubleshooting data-related issues
• Bachelor's degree in Computer Science, Information Technology, Information Systems, or related field (nice to have)
• 2–5 years of Application Support or Technical Support experience (nice to have)
• Working knowledge of AWS cloud services and cloud-native applications (nice to have)
• Experience supporting RESTful JSON-based web services (nice to have)
• Familiarity with Zendesk for ticket management (nice to have)
• Experience using Confluence for technical documentation (nice to have)
• Experience with Slack or similar collaboration platforms (nice to have)
• Experience with Confluence, New Relic, and Postman tools (nice to have)

• Remote-First operating model and culture
• Flexibility to work from home
• Collaboration spaces for team members to work physically together
• Autonomy in defining team roadmaps and choosing programming languages and technologies
• Diverse, inclusive, and collaborative workplace culture