Platform Support Engineer: SaaS Reliability & Escalations

Intradiem; United States; A distancia; USD 110.000 - 170.000; Jornada completa

Descripción de la vacante

Intradiem is hiring for a senior technical support-oriented role focused on platform-level issues, SQL scripting, and CRM-driven backlog management. You will act as a liaison between engineering teams and support, ensuring rapid, data-driven resolutions.

Candidates should have deep SOA knowledge, extensive SQL experience, and strong Windows systems administration, with a growth mindset toward automation and monitoring enhancements. This is a US-based role with a People Team-driven approach.

Formación

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in technical product support, software development, or a senior technical troubleshooting capacity.
• 3+ years in SaaS support at a senior or platform level, Microsoft SQL Server, and writing/executing SQL scripts.
• Deep understanding of service-oriented architecture (required).
• Experience with monitoring, alerting, and log aggregation solutions (required).
• Experience with troubleshooting tools such as Fiddler, Wireshark, Debugview, or Process Monitor.
• Salesforce or comparable CRM experience, including case management and reporting.
• Advanced to expert knowledge of Windows systems administration.
• Familiarity with change control processes and governance for production database access.

Responsabilidades

• Serve as an escalation resource for complex platform-level cases referred by the case-owning Technical Support Engineer or Senior Technical Support Engineer.
• Conduct deep-dive root cause analysis on critical and recurring issues, including database-level investigation, log analysis, and platform-level diagnostics.
• Write, review, and execute approved SQL scripts to perform functions requiring elevated access.
• Own triage, prioritization, and maintenance of the technical bug backlog in Salesforce with regular reporting.
• Serve as the primary liaison between the Technical Experience team and Sustaining Engineering.
• Collaborate with Technical Experience and Engineering leadership to define escalation criteria.
• Partner with internal teams to resolve cases with significant business impact.
• Lead development and maintenance of knowledge content, runbooks, and diagnostic tooling.
• Participate in and drive improvement projects including monitoring enhancements and automation tooling.
• Provide technical mentorship to Technical Support Engineers.
• Own day-to-day administration of monitoring platforms (Grafana, Site24x7, ELK).
• Maintain Keycloak access and client license updates.
• Maintain monitoring and alerting documentation in Confluence.

Conocimientos

SQL Server

SQL scripting

SOA

Monitoring tools

Salesforce CRM

Windows administration

ITIL

Analytical skills

Communication

Educación

Bachelor’s degree in Computer Science or Information Technology

Herramientas

Grafana

Site24x7

ELK

Keycloak

Fiddler / Wireshark

Descripción del empleo

Intradiem is hiring for a senior technical support-oriented role focused on platform-level issues, SQL scripting, and CRM-driven backlog management. You will act as a liaison between engineering teams and support, ensuring rapid, data-driven resolutions.

Candidates should have deep SOA knowledge, extensive SQL experience, and strong Windows systems administration, with a growth mindset toward automation and monitoring enhancements. This is a US-based role with a People Team-driven approach.