Technical Support Engineer

About The Role The role bridges technical engineering and customer advocacy, diagnosing complex system failures and guiding enterprise clients to reliable resolutions. The team relies on technical depth and structured troubleshooting to maintain high availability and user trust across distributed infrastructure. Key Responsibilities Troubleshoot and resolve complex technical issues involving APIs, databases, and distributed cloud architecture Reproduce customer-reported bugs in staging environments and coordinate directly with engineering to ship patches Analyze logs, network traces, and stack traces to isolate root causes of performance bottlenecks Author comprehensive internal knowledge base articles and external documentation for recurring technical workflows Manage customer escalations with urgency, clear communication, and precise status reporting Monitor system health dashboards and proactively flag anomalies before they impact end users What We Are Looking For 3-5 years of experience in technical support, site reliability, or software engineering Proficiency in SQL, RESTful APIs, and reading application logs in cloud environments (AWS, GCP, or Azure) Strong foundation in networking fundamentals including DNS, TCP/IP, TLS, and protocols Demonstrated ability to communicate technical concepts clearly to both technical stakeholders and non-technical usersBachelor's degree in Computer Science, Information Technology, or equivalent practical experience Bonus: Familiarity with containerization tools like Docker/Kubernetes and scripting experience in Python or JavaScript #J-18808-Ljbffr Evlo AI