About the Role
You will troubleshoot complex customer technical issues through support tickets and live calls, including API failures, integrations, authentication errors, and production incidents. You will investigate logs, analyze behavior, reproduce issues, provide guidance, and improve support processes through automation and AI-powered workflows.
Requirements
•5+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles
•Experience using emerging technologies to automate tasks and integrate tools
•Python scripting or engineering skills
•Expert SaaS troubleshooting skills
•Enterprise communication skills
•Experience building customer and cross-functional relationships
•Critical thinking and problem-solving skills
•Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience
Responsibilities
•Troubleshoot and resolve complex customer technical issues
•Debug logs, analyze system behavior, and reproduce issues
•Provide expert guidance on technical issues
•Partner with Engineering to resolve and prevent recurring problems
•Improve internal tooling and automate operational workflows
•Scale solutions with Product and Go-To-Market teams
•Identify and implement AI-powered workflow improvements
•Provide occasional holiday and weekend on-call coverage
Benefits
•Medical, dental, and vision insurance for employees and their families
•Paid parental leave
•20 days of paid time off per calendar year
•12+ paid company holidays
•Paid company office closures
•Paid sick time
•Equity
•Performance-related bonuses for eligible employees
