Product Support Engineer

Customer Interaction:

• Work directly with users to diagnose, troubleshoot, and resolve complex technical issues.
• Translate vague customer complaints into detailed, actionable engineering tickets with reproduction steps and logs.
• Advocate for the user by analyzing recurring issues to identify systemic product flaws.

Technical Responsibilities:

• Ship code to fix bugs and improve error handling in the codebase.
• Build internal tooling such as scripts and dashboards to scale support operations.
• Manage infrastructure and security tasks like SSO setup and debugging network configurations.

On-Call & Metrics:

• Participate in critical production incidents, collaborating with DevOps and Core Engineering.
• Track and analyze support engineering metrics like time-to-resolution and escalation rates.
• Author internal documentation and troubleshooting playbooks to enable self-service resolution.