Technical Support Engineer

Technical Support Engineer (Night Shift) - Remote

Role & Responsibilities –

• Provide Level 3 support for our Stream+ platform.
• Diagnose, troubleshoot, and resolve production issues, ensuring swift resolution to minimize customer impact.
• Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes.
• Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance.
• Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently.
• Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference.
• Assist in the release of hotfixes or patches in coordination with the development team.
• Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution.
• Share feedback with product and engineering teams regarding product supportability and customer pain points.
• This role requires to work from 8:00 AM to 5:00 PM CST hours.

Requirements & Qualifications –

• 5+ years of experience in a technical support role
• Strong proficiency in at least one programming language – Ruby, Golang, Python or Javascript.
• Solid knowledge of Microsoft SQL (MS SQL) for database maintenance and troubleshooting.
• Strong understanding of REST APIs and experience in troubleshooting API-related issues
• Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch)
• Proven experience in conducting root cause analysis (RCA) and resolving production issues.
• Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining Service Level Agreements (SLAs).
• Excellent communication skills to effectively interact with customers and internal teams.
• Ability to work independently and resolve production issues in high-pressure environments.
• Previous experience in CST shifts or a support-oriented role is preferred.