1 день назад
Technical Support Engineer
41 - 67$
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Support Engineer (SaaS Infrastructure/Incident Management): Providing advanced technical oversight for complex platform escalations, turning incidents into root cause analyses and product improvements with an accent on authentication flows, networking, observability, and data forensics. Focus on leading high-severity incident response, designing reproducible technical investigations, improving monitoring with Datadog and Splunk, and reducing recurring support issues.
Location: Onsite 5 days per week at an office in Santa Ana, CA; Jersey City, NJ; Boca Raton, FL; or Plano, TX. Candidates must be authorized to work in the United States.
Salary: $41–$67 per hour
Company
provides technology-enabled grading, authentication, vaulting, and marketplace services for collectibles.
What you will do
- Provide advanced technical oversight for complex platform challenges and high-level support escalations.
- Partner with Engineering and Product teams by creating reproducible test cases, code-level insights, and proposed fixes.
- Lead post-mortems and document root cause analyses, workarounds, and internal knowledge.
- Manage high-severity incidents according to business impact and SLA requirements while maintaining stakeholder communication.
- Analyze ticket patterns, identify recurring product issues, and advocate for systemic fixes.
- Improve monitoring and observability dashboards using Datadog and Splunk, and train frontline representatives on technical diagnosis.
Requirements
- 5+ years of experience in Technical Support Engineering, SRE, or specialized Tier 3 escalation roles.
- Experience with identity providers such as Descope or Okta and complex authentication flows.
- Strong networking knowledge, including DNS, TLS, and load balancing, with an understanding of SaaS application performance.
- Advanced SQL skills for data forensics and scripting experience for support automation.
- Experience with ticketing systems such as Zendesk, Jira, or ServiceNow.
- United States work authorization is required; the role is onsite five days per week.
Nice to have
- Familiarity with ERP or financial tools such as NetSuite or Navision.
- Previous Software Engineering or QA Automation experience.
- Experience in Customer Care or a high-touch customer service environment.
Culture & Benefits
- Medical, dental, and vision insurance for eligible full-time employees.
- Fertility, commuter, and educational assistance benefits.
- 401(k) matching plan.
- Paid vacation and ten company-paid holidays.
- Employee discounts on select grading services.
- Flexible schedules may be available depending on the team, along with team events and celebrations.
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