Technical Support Engineer I

• Investigate platform, workflow, and client-reported technical issues.
• Develop familiarity with AWS services and use AWS tooling during investigations and troubleshooting.
• Use logs, monitoring tools, and system data to identify potential causes of failures.
• Perform API troubleshooting using tools such as Postman.
• Validate JSON payloads and use browser developer tools to investigate client-side behavior.
• Perform basic SQL queries to validate data and support investigations.
• Reproduce issues and document findings before escalating to Engineering.
• Own assigned tickets from initial investigation through resolution or appropriate escalation.
• Maintain documentation of troubleshooting, findings, blockers, and next steps.
• Communicate progress, blockers, risks, and next steps to teammates and stakeholders.
• Support Jira triage and other operational responsibilities of the Platform Enablement Team.
• Follow escalation, handoff, and documentation processes.
• Collaborate with Platform Enablement engineers on complex issues.
• Prepare actionable escalations and provide Engineering with logs, reproduction steps, investigation results, and business context.
• Participate in troubleshooting sessions, stand-ups, and technical discussions.
• Contribute to internal documentation and troubleshooting guides.
• Use approved AI tools for log analysis, technical research, documentation, and investigation.

• 1–2 years of relevant experience in technical support engineering, platform operations, software engineering, or a related technical role.
• Foundational understanding of software development and troubleshooting concepts.
• Familiarity with APIs, JSON, HTTP requests, and browser developer tools.
• Basic understanding of SQL or database concepts.
• Ability to analyze technical information and communicate findings clearly.
• Strong problem-solving skills and willingness to learn unfamiliar systems.
• Ability to manage assigned work and follow through on commitments.
• Effective written and verbal communication skills.
• Experience with observability or monitoring platforms such as Datadog or Observe preferred.
• Experience using Postman, cURL, or similar API troubleshooting tools preferred.
• Exposure to SQL and relational databases preferred.
• Familiarity with a programming or scripting language preferred.
• Experience working with Jira, Confluence, or similar tools preferred.
• Familiarity with GenAI tools such as GitHub Copilot, Gemini, or Claude preferred.

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