Support Engineer, Wealth.com

• Minimum of 2 years of experience in a technical support or engineering role, preferably within a SaaS environment
• Demonstrated proficiency in log analysis, database management, cloud technologies, and monitoring tools (e.g., Datadog, New Relic)
• Experience with issue tracking and triaging in GitHub, Jira, or equivalent systems
• Exceptional problem-solving abilities paired with strong written and verbal communication skills
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent professional experience)

Desirable

• As a Level 2 Support Engineer, you’ll play a key role in delivering advanced technical support to our Support Team and Customer Success Managers (CSMs) to resolve complex product issues
• You’ll work closely with our engineering team to escalate product issues such as bugs, leveraging your expertise in log management, database querying, cloud infrastructure, and issue triaging to ensure customer satisfaction and operational excellence within our Wealth ecosystem
• Collaborate with Support Team and CSMs to investigate and resolve escalated technical issues impacting customer experience
• Utilize log management tools (e.g., Splunk, ELK, Logz.io) to perform in-depth root cause analysis.Proficiency in scripting languages (e.g., Python, Bash) for automation or troubleshooting
• Monitor and troubleshoot cloud-based systems (e.g., AWS, Azure, GCP) using industry-standard tools such as Datadog, New Relic.Triage and manage issues in platforms like GitHub and Jira, ensuring accurate prioritization and timely escalation
• Document technical findings, resolutions, and processes to enhance internal knowledge bases
• Serve as a technical liaison between Support/CSMs and engineering teams, facilitating seamless communication and resolution workflows