Remote Support Engineer & Automation Builder

Jobless; Waco, Northern (TX, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Laptop provided

Medical, dental, vision insurance

Remote work

Job summary

AxisCare is seeking a Support Engineer who will bridge the Support and Engineering teams, diagnosing complex issues, building self-serve tooling, and strengthening escalation processes. You will embed with Support while reporting to Engineering, contributing to scalable solutions and faster responses.

You will leverage AI-assisted triage, runbooks, and dashboards to improve issue resolution and help scale the entire Support organization.

Qualifications

• 3+ years in a technical support, support engineering, SRE, or similar role.
• 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; ability to document clearly and write actionable bug reports.
• Demonstrated use of AI tools in your own work and remote-work capability.

Responsibilities

• Own the escalation path above the Support team's top tier and diagnose tough issues.
• Build runbooks, diagnostic scripts, automations, internal dashboards, and AI-assisted tooling.
• Coach the Support team on technical troubleshooting and strong escalation practices.
• File well-scoped bug tickets with reproduction steps and relevant logs.
• Keep Engineering focused by turning reports into a concise backlog of real problems.
• Use AI tools to diagnose issues faster and develop internal tooling.

Skills

Relentless troubleshooter

Systems builder

Clear communicator

AI tooling experience

Observability tools

Tools

Grafana

Honeycomb

CloudWatch

GitHub

Jira

Job description

AxisCare is seeking a Support Engineer who will bridge the Support and Engineering teams, diagnosing complex issues, building self-serve tooling, and strengthening escalation processes. You will embed with Support while reporting to Engineering, contributing to scalable solutions and faster responses.

You will leverage AI-assisted triage, runbooks, and dashboards to improve issue resolution and help scale the entire Support organization.