Remote Tier I Production Support Engineer | Unlimited PTO

Redox, Inc.; Northern (KY); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Remote-first culture (US-based)

Unlimited time off

Observance of holidays

Sabbatical program

401k match

Job summary

Redox, Inc. is seeking Tier I Support Engineers to be the first line of technical support for customers, resolving connectivity, configuration, and messaging issues. You will guide customers to self-service tools and use AI in daily workflows, becoming an integral part of a collaborative team.

The role emphasizes learning quickly, clear communication, and handling on-call responsibilities to maintain system reliability while supporting a growing ecosystem of providers and vendors.

Qualifications

• Technical support experience.
• Ability to learn quickly and think critically.
• Comfortable reading and interpreting technical data (e.g., JSON, HL7v2, logs) to diagnose issues.
• A working understanding of APIs and web service protocols.
• Strong communicator who can explain technical concepts clearly to customers and internal teams; this role increasingly teaches customers how to use our tools.

Responsibilities

• Work all tickets within Tier I scope and escalate as needed.
• Instruct customers on updating configurations or resolving issues themselves.
• Basic connectivity troubleshooting (VPN/API).
• Answer connection and traffic questions and troubleshooting.
• Resolve message and error state issues and perform configuration updates.
• Manage on-call shifts and respond to critical incidents.
• Serve as Incident Manager during major incidents and update customers and StatusPage.

Skills

Technical support

Learn quickly

Critical thinking

APIs & web services

Clear communication

Organization

AI tooling

Tools

Jira/Confluence

Zendesk

Job description

Redox, Inc. is seeking Tier I Support Engineers to be the first line of technical support for customers, resolving connectivity, configuration, and messaging issues. You will guide customers to self-service tools and use AI in daily workflows, becoming an integral part of a collaborative team.

The role emphasizes learning quickly, clear communication, and handling on-call responsibilities to maintain system reliability while supporting a growing ecosystem of providers and vendors.