Remote Production Support Engineer — Incident Response

Aidoc; United States; Remote; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Stock options

401(k) plan with company match

Medical, dental, and vision benefits

Flexible time off

Zusammenfassung

Aidoc is seeking a customer-obsessed Technical Support Engineer to diagnose complex issues, coordinate incident response, and ensure platform reliability for global customers. This role bridges customers and engineering, requiring strong debugging, SQL skills, and proactive communication in a fast-paced SaaS environment.

The position is remote-first with global support, offering exposure to production systems and opportunities to scale our support organization while delivering impact across

Qualifikationen

• 2+ years of experience in technical support or production support.
• Ability to translate complex technical issues into actionable insights for customers.
• Experience diagnosing issues across distributed systems and applications.

Aufgaben

• Serve as the primary technical owner for complex customer issues and escalations.
• Investigate and resolve issues across multiple systems and services.
• Provide clear, proactive communication to customers throughout the lifecycle of an issue.
• Monitor and triage production alerts impacting customers or system reliability.
• Coordinate incident response across engineering and internal teams.
• Ensure incidents are documented, communicated, and followed through to resolution.
• Diagnose issues using logs, system metrics, and SQL queries.
• Analyze system behavior to identify root causes of production problems.
• Escalate and partner with engineering to drive long-term fixes.
• Develop and maintain troubleshooting documentation, runbooks, and operational processes.
• Identify recurring patterns and contribute to systemic improvements.
• Help strengthen incident response and operational best practices as we scale.
• Share technical insights and best practices with colleagues.
• Act as a technical resource within the Support organization.

Kenntnisse

Customer communication

Troubleshooting

SQL

Incident response

Production support

Cross-functional collaboration

Tools

Salesforce

Jira

Datadog

Grafana

New Relic

Python

Jobbeschreibung

Aidoc is seeking a customer-obsessed Technical Support Engineer to diagnose complex issues, coordinate incident response, and ensure platform reliability for global customers. This role bridges customers and engineering, requiring strong debugging, SQL skills, and proactive communication in a fast-paced SaaS environment.

The position is remote-first with global support, offering exposure to production systems and opportunities to scale our support organization while delivering impact across