Technical Support Engineer

About The Role The role serves as the technical escalation point for complex customer issues, bridging the gap between end-users and internal engineering teams. About The Role The role serves as the technical escalation point for complex customer issues, bridging the gap between end-users and internal engineering teams. The team diagnoses deep architectural, API, and system-level failures to ensure high availability and reliability for enterprise clients. Key Responsibilities Troubleshoot complex technical issues involving API integrations, database queries, and distributed systems Reproduce reported bugs in staging environments and document detailed steps for engineering teams Analyze application logs, network traces, and stack traces to isolate root causes of outages Build and maintain internal diagnostic tools, scripts, and comprehensive knowledge-base documentation Participate in an on-call rotation to handle critical, high-priority system incidents and outages Communicate technical resolutions clearly to both non-technical stakeholders and senior engineers What We Are Looking For 3-5 years of experience in technical support, software engineering, or systems administration Proficiency in querying relational databases using SQL and inspecting RESTful APIs Familiarity with cloud infrastructure platforms such as AWS, GCP, or Azure Experience using log management and monitoring tools like Datadog, Splunk, or ELK stack Strong analytical and problem-solving skills under high-pressure scenarios Bonus: Bachelor's degree in Computer Science, Information Technology, or a related technical field #J-18808-Ljbffr Evlo AI