AI-Driven Remote Support Engineer & Systems Builder

AxisCare; Waco (TX); On-site; USD 75,000 - 115,000; Full time

Benefits offered by this job

Medical insurance (employee)

Laptop provided

Remote work

Job summary

AxisCare is seeking a remote Support Engineer to protect Engineering capacity and empower the Support team. You will embed with Support, diagnose tough issues, and hand off clean, well-scoped tickets to Product and Engineering for fast fixes.

You’ll build runbooks, scripts, dashboards, and escalation workflows to prevent repeat problems and improve efficiency. Strong AI tooling and observability skills are essential.

Qualifications

• 3+ years in a technical support, support engineering, SRE, or similar role with strong diagnostic skills.
• Experience with monitoring and observability tools, log analysis, and database queries.
• Experience with issue tracking and engineering workflow tools (e.g., Jira, GitHub).
• Strong written communication; you document clearly and write bug reports.
• Demonstrated use of AI tools in your own work.
• Able to work remotely from Eastern, Central, or Mountain time zones.
• Qualified to work in the United States or Canada.

Responsibilities

• Own the escalation path above the Support team's top tier and diagnose stubborn issues by analyzing logs and dashboards.
• Build runbooks, scripts, dashboards, and automation to empower the Support team.
• Coach the Support team on troubleshooting and escalation quality; improve overall response quality.
• File well-scoped bug tickets with reproduction steps and logs to help Engineering and Product set priorities.
• Filter noise to keep Engineering focused on real, well-documented problems.
• Use AI tools to diagnose issues and build internal tooling.

Skills

Relentless troubleshooter

Systems builder

Clear communicator

AI power user

Tooling & observability

Cross-team collaboration

Tools

Grafana

Honeycomb

CloudWatch

GitHub

Jira

SQL queries

Job description

AxisCare is seeking a remote Support Engineer to protect Engineering capacity and empower the Support team. You will embed with Support, diagnose tough issues, and hand off clean, well-scoped tickets to Product and Engineering for fast fixes.

You’ll build runbooks, scripts, dashboards, and escalation workflows to prevent repeat problems and improve efficiency. Strong AI tooling and observability skills are essential.