Senior Support Engineer

Required Skills and Experience

• Technical Knowledge

○ Proficient in software debugging, system diagnostics, and familiarity with the

software development lifecycle (SDLC).

○ Understanding of Cloud Infrastructure: Knowledge of cloud-based

environments (e.g., AWS, GCP, Azure), networking fundamentals, databases

(e.g., MySQL, PostgreSQL, NoSQL), and systems infrastructure.

○ Software Debugging and Diagnostics: Proficiency in debugging across

software layers, diagnosing infrastructure issues, and troubleshooting production

systems. Familiarity with software development lifecycles (SDLC) is essential.

○ Proactive Monitoring and Automation Tools: Experience with advanced

monitoring tools (e.g., Datadog, Grafana, Prometheus), log analysis tools (e.g.,

Splunk, ELK Stack), and automation solutions for incident remediation.

• Tool Proficiency

○ Incident Management Systems: Expertise in managing incidents using

platforms like Jira, ServiceNow, PagerDuty, or OpsGenie.○ Automation and Scripting: Familiarity with coding or scripting for automation,

particularly using languages such as Python, Bash, Go, Rust.

■ Experience creating self-healing or auto-remediation scripts is a plus..

• Problem Solving

○ Advanced Troubleshooting: Proven ability to diagnose and resolve complex

technical issues, especially in high-availability, high-scalability environments.

○ Data-Driven Decision Making: Ability to use data and performance metrics to

proactively identify patterns and implement preventative measures.

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• Collaboration and Communication

○ Cross-Functional Collaboration: Experience working with Engineering,

Product, and SRE teams to ensure issues are resolved efficiently and root

causes are documented and communicated effectively.

○ Excellent Communication Skills: Ability to translate technical issues into easily

understandable terms for both technical and non-technical audiences, ensuring

clear communication with stakeholders.

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• Ownership and Accountability

○ End-to-End Incident Ownership: Takes full ownership of escalated incidents,

ensuring thorough documentation, follow-up, and resolution. Prioritizes

maintaining service continuity and minimizing customer impact.

• Proactive Monitoring and Incident Prevention

○ Proactive Monitoring Experience: Experience setting up and optimizing proactive

monitoring systems and leveraging these tools to catch potential issues before

they become critical.

• Industry Standards and Best Practices

○ SRE/DevOps Knowledge: Understanding of Site Reliability Engineering (SRE)

principles or DevOps practices is highly preferred. Candidates should have

experience or an understanding of improving system reliability through

monitoring, incident response automation, and continuous feedback loops.

• Ability to work US Hours

○ All of our facilities are active in US time zones and because our support team will

be required to be active during these times.

Experience with Modern Software Programming Languages

○ Experience with modern software languages such as Elixir, Scala,

Javascript/TypeScript, Java, GoLang, C#, etc

Preferred Experience

• Customer-Focused: Experience in a customer-facing technical support role,

demonstrating empathy and problem-solving skills in high-pressure environments.

• Automation Experience: Proficiency in scripting languages (e.g., Python, Shell) to

automate repetitive tasks and reduce the volume of manual troubleshooting.