Technical Support Engineer

Position: Technical Support Engineer

Location: Remote

Salary: $45-$50 per hour

Job Type: 6-month contract

Posting Type: Open vacancy

We are seeking a highly technical and customer-focused Technical Support Engineer to support one of our clients in a fast-paced, production environment. This role sits at the intersection of support, engineering, and product, acting as a first line of defense for complex technical issues while also contributing to long-term system stability and operational improvements. The ideal candidate is analytical, detail-oriented, and comfortable working directly with production systems, data, and cross-functional stakeholders to resolve issues and prevent recurrence.

Key Responsibilities:

• Investigate and resolve complex production issues using logs, dashboards, and system data

• Perform deep debugging and root-cause analysis across applications, APIs, and services

• Manage and triage customer and stakeholder requests through Jira Service Desk, ensuring SLA adherence

• Analyze operational data and support metrics to identify trends, risks, and improvement opportunities

• Partner closely with Product and Engineering teams to drive bug fixes, support feature launches, and improve system reliability

• Proactively detect and prevent issues using monitoring and observability tools

• Create and maintain runbooks, playbooks, and SOPs to enable scalable and consistent support operations

• Clearly communicate technical findings, impact, and resolution plans to both technical and non-technical audiences

Technical Focus Areas:

• SQL for querying databases and investigating item-level issues, transactions, and system behavior

• Datadog for navigating logs, dashboards, alerts, and performance issues

• Jira for managing, tracking, and resolving support tickets and stakeholder requests

• Strong debugging skills, including interpreting stack traces, logs, and error messages

• Programming fundamentals in Python or Java to understand stack traces and review related code

• API knowledge, including request/response patterns, status codes, and common integration issues

Preferred Qualifications:

• Ability to communicate complex technical concepts clearly to audiences with varying levels of technical expertise

• Experience creating and maintaining customer-specific runbooks, playbooks, and SOPs

• Strong organizational skills with the ability to manage multiple priorities simultaneously

• Experience in a production support, platform support, or technical operations environment

Please send your resume in Word format to [email protected]. REFER A NEW HIRE AND EARN A CASH BONUS! For details, click here.

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