Support Engineer

Customer Issue Resolution:

• Own inbound issues from first message to verified resolution.
• Reproduce, diagnose, and explain what's actually happening, both internally and to our customers.
• Triage severity honestly and set expectations customers can plan around.

Debug & Root Cause Analysis:

• Read logs, traces, API responses, and model outputs to find the actual cause, not the surface symptom.
• Use SQL and internal tooling to verify hypotheses before pulling engineering in.
• Reproduce integration issues across Jira, ServiceNow, GitHub, and Confluence.

Support Infrastructure & Documentation:

• Build the runbooks, internal docs, and customer-facing help content that prevent the next ticket.
• Set up the tooling, dashboards, and alerting that make support a system rather than a scramble.
• Define and track the metrics that matter (first response, time to resolution, reopen rate).