Support Engineer

We are seeking a highly motivated and teachable Customer Support Engineer to provide first-tier support for our systems. This role involves weekly on-call responsibilities and the escalation of complex issues to Senior Engineers. The ideal candidate will possess a strong analytical mindset, excellent communication skills, and a passion for problem-solving.

Responsibilities

• Provide first-tier technical support, troubleshooting issues as they arise
• Maintain weekly on-call support coverage
• Analyze and resolve problems using SQL and data analysis tools
• Identify patterns in data to diagnose issues
• Perform SQL operations including joins, aggregates, subqueries, and CTEs
• Examine logs and read code to identify problems
• Develop internal tools, ideally using JavaScript
• Utilize existing tools such as Grafana and AppSmith
• Escalate unresolved issues to Senior Engineers
• Communicate effectively with non-technical team members, integration partners and customers
• Simplify and explain technical information for non-technical stakeholders

Requirements

• Proficiency in SQL, including DML operations and joins
• Strong data analysis skills and ability to identify patterns
• Infrastructure experience
• Familiarity with modern web development stacks
• Competency with CLI and comfort working in a Linux environment
• Ability to read diagnostic messages and use monitoring tools
• Excellent communication skills

Preferred Experience

• Experience with Elixir
• Experience deploying, configuring, and maintaining Kubernetes clusters
• Programming experience, with a preference for JavaScript and React
• Interest in functional programming languages and web development
• Experience with Shopify and/or eCommerce
• Candidates with diverse backgrounds, including DevOps, QA, Software Testing, or Analyst roles