Support Engineer, AirDNA

• 3+ years in technical support, DevOps, or software engineering, with exposure to SaaS platforms or web applications
• Experience with PostgreSQL databases, especially writing queries
• Experience with Heroku or similar cloud platforms
• Comfortable with log analysis and using data to investigate and resolve technical issues
• Problem-Solving: Ability to break down complex problems into manageable solutions and follow through to resolution
• Communication: Clear, concise writing skills to document solutions and communicate with internal teams effectively
• Collaboration: A team-oriented mindset with a focus on knowledge sharing and cooperation across departments
• Adaptability: Willingness to learn new tools and technologies and adapt to changing needs as the platform evolves
• On-call Availability: Willingness to participate in on-call rotations to support critical incidents (including nights and weekends)

Desirable

• We’re looking for a Tier 2 Support Engineer to join our team and assist with resolving complex technical issues that arise from our platform’s backend services
• In this role, you’ll collaborate with our Tier 1 support specialists and engineering teams, focusing on troubleshooting and maintaining system stability
• This is a behind-the-scenes position where you’ll dive into technical problems, document solutions, and suggest improvements
• Handle Escalations: Assist Tier 1 support specialists by troubleshooting and resolving more complex technical issues related to our backend technologies (Ruby, Hanami, PostgreSQL)
• Root Cause Analysis: Break down technical problems from high-level descriptions to their underlying causes, using logs and data as necessary
• Documentation: Create and maintain clear, helpful internal documentation to support Tier 1 specialists and improve knowledge-sharing across the team
• Collaboration: Partner with product, engineering, and DevOps teams to address recurring issues and provide technical input for platform updates
• Process Improvement: Identify opportunities to automate workflows, streamline processes, and improve overall support efficiency
• On-call Support: Participate in an on-call rotation to assist with critical incident management and ensure fast issue resolution when needed