Platform Support Engineer — Global, SLA-Driven

Lifelenz; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

LIFELENZ is seeking a Support Engineer based in the United States to diagnose, resolve, and prevent complex customer issues across our production platform. You will work at the intersection of customer experience, product behavior, and engineering, delivering durable resolutions and proactive improvements.

You will investigate system behavior, analyze logs, and collaborate with Engineering, Product, and Client Success teams to ensure reliable, high-quality support for a global customer base.

Qualifications

• Strong technical troubleshooting skills and ability to reason through complex systems.
• Experience with web-based applications, APIs, and backend systems; read logs and analyze behavior.
• Excellent written communication, able to explain technical issues clearly to varied audiences.
• Ability to manage multiple concurrent issues with attention to detail and follow-through.
• Strong ownership and accountability for customer outcomes.

Responsibilities

• Own the end-to-end resolution of complex customer issues, from triage through root cause analysis and resolution.
• Diagnose issues across application behavior, configuration, integrations, data, and platform workflows using logs, metrics, and system tools.
• Provide timely, accurate, and high-quality written responses to customers that explain what happened and why, for technical and non-technical audiences.
• Meet or exceed SLA commitments for response and resolution while maintaining quality and completeness of work.
• Maintain ticket hygiene with clear documentation of investigation steps and outcomes to ensure continuity.
• Identify recurring issues, product gaps, or operational friction and raise them with Engineering and Product, supported by evidence.
• Collaborate with Software Engineers, Product Managers, and Client Success teams during incident response and post-incident reviews.
• Contribute to knowledge bases with troubleshooting guides and best practices.
• Participate in on-call or escalation rotations to support a global customer base.
• Build deep expertise in the Lifelenz platform, including workflows and data models.

Skills

Troubleshooting

APIs

Logs analysis

Written communication

Ownership

Tools

SQL

PostgreSQL

AWS

Job description

LIFELENZ is seeking a Support Engineer based in the United States to diagnose, resolve, and prevent complex customer issues across our production platform. You will work at the intersection of customer experience, product behavior, and engineering, delivering durable resolutions and proactive improvements.

You will investigate system behavior, analyze logs, and collaborate with Engineering, Product, and Client Success teams to ensure reliable, high-quality support for a global customer base.