Global Technical Support Engineer - Production & Automation

Credentially; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme (employer contribution)

Job summary

Credentially is seeking a Technical Support Engineer to serve as the first responder for a healthcare platform across UK, US, and Canada. You will own the customer support queue, triage issues, and keep customers informed from incident to resolution.

Daily duties include monitoring alerts, performing end-to-end investigations with SQL, REST endpoints, and runbooks, and collaborating with engineering to ensure reliability. Strong communication and a bias for proactive improvement are essential.

Qualifications

• Minimum 5 years in a customer-facing support role with professional communication.
• Strong ability to explain technical issues clearly to non-technical people.
• Own a support queue end-to-end and meet SLA targets.
• Read unfamiliar schemas, write targeted SQL queries and correct data safely.
• Form a hypothesis, gather evidence and troubleshoot methodically.
• Automate repetitive tasks with Python/Bash scripting.
• Know AWS basics: SQS/SNS, CloudWatch; read logs and alarms.
• Read REST/OpenAPI specs and test endpoints for integration issues.
• Exercise sound judgment on escalation and handoffs.
• Leverage AI tools to investigate and automate support work.

Responsibilities

• Own the customer support queue; triage, log, prioritise, route and respond within SLA with diagnostics.
• Communicate with customers and Customer Success; set expectations and provide updates.
• Monitor alert feeds and separate real issues from noise; assess impact and urgency.
• Investigate and resolve end-to-end using runbooks, SQL, logs and REST endpoints.
• Run daily production health checks across regions to keep the platform healthy.
• Be the first-line filter; resolve or document issues with reproducible context.
• Improve runbooks and automate repetitive checks with scripts and AI-assisted workflows.

Skills

Customer communication

SLA management

SQL

Python/Bash scripting

REST APIs

Troubleshooting

Independent work

AI automation

Tools

Jira Service Management

Retool

Java/Spring Boot

PostgreSQL

Redis

BigQuery

AWS (SQS/SNS)

CloudWatch

REST/OpenAPI

Job description

Credentially is seeking a Technical Support Engineer to serve as the first responder for a healthcare platform across UK, US, and Canada. You will own the customer support queue, triage issues, and keep customers informed from incident to resolution.

Daily duties include monitoring alerts, performing end-to-end investigations with SQL, REST endpoints, and runbooks, and collaborating with engineering to ensure reliability. Strong communication and a bias for proactive improvement are essential.