Technical Support Engineer

 

As a Platform Enablement Engineer II, you are the vital link between our client-facing teams and our core Engineering organization. You don’t just "triage" tickets—you own the investigation.

Your mission is to provide high-fidelity, data-backed bug validations that turn mystery anomalies into actionable fixes.

Reporting to the Director of Engineering, DevOps, you will use a blend of investigative grit and GenAI tools to ensure our platform remains healthy and our business teams stay unblocked.

Own the Root Cause: Independently diagnose complex system failures using advanced log analysis (Observe, Datadog) and database debugging. You won’t stop at the symptoms; you’ll find the source.

Translate Complexity: Act as the "technical interpreter," distilling deep-stack architectural blockers into clear "business-speak" for stakeholders and Tier 1 support.

Unblock Engineering: Earn the trust of our developers by providing rigorous, high-fidelity bug reports that streamline the fix-cycle and reduce back-and-forth communication.

Scale Through Documentation: Author the "decision trees" and troubleshooting workflows that empower the rest of the company to resolve lower-tier issues independently.

Drive AI-Powered Triage: Level up your speed-to-resolution by using GenAI to summarize logs, explain application logic, and draft complex SQL queries.

Identify Friction Clusters: Use your unique vantage point to spot recurring patterns in system issues, flagging larger platform friction points to leadership with data-backed impact summaries.

Empower Others: Take a "teach a person to fish" approach by explaining the how behind your investigations to Tier 1 colleagues, upleveling the collective intelligence of the team.

A Technical Investigator: You have 2–5 years of experience in technical support engineering or platform enablement. You thrive on the "thrill of the hunt" when it comes to solving complex puzzles.

Log & Data Fluent: You are proficient in log analysis tools (Datadog, Observe) and highly comfortable with SQL for database debugging.

API & Web Savvy: You can manually test endpoints via Postman/cURL, validate JSON payloads, and diagnose client-side failures using Browser DevTools.

Code-Literate: You have the ability to navigate source code to inspect application logic and correlate errors with backend logs.

An Autonomous Operator: You don’t need a daily checklist. You are a self-starter who can prioritize a high volume of triage tasks while managing long-term process improvement projects.

AI-Native: You are already using tools like Gemini, Claude, or GitHub Copilot to assist with scripting, log summarization, and discovering information faster.

An Elite Communicator: You can take a "kernel panic" level issue and explain its business impact to a Sales or Client Success lead with total clarity.