You'll act as a leading voice for our enterprise support function, handling intricate customer issues directly while working in a complex and ambiguous environment to drive impactful value across our customers' businesses. This role is available for hybrid work in our New York City and London hubs. and you will report directly to the manager of support engineering.
Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom.
Guide technical end users directly by debugging and refining custom-built Python and no-code agents.
Serve as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts.
Drive technical investigations across our stack and escalate deeper technical issues to product and engineering teams.
Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog.
Possess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments.
Enjoy working on-screen with customers to overcome product issues and Connect with them empathetically.
Communicate complex technical concepts clearly through excellent writing and communication skills.
Experience: Mid-level · 5+ years · Job type: Full-time
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