Remote Tier I Production Support Engineer — Unlimited PTO

Redox; United States; Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Remote-first culture in US

Unlimited Flexible Time Off

14+ observed holidays

Sabbatical opportunity

Job summary

Redox is seeking a Tier I Support Engineer to be the first line of technical support for customers, resolving everyday connectivity, configuration, and messaging issues. As we move toward more self-service tools, you will teach customers how to use config modifiers, log inspector, alerting, and translation sets to empower self-resolution.

You will join a collaborative team providing on-call support, incident management during major incidents, and clear customer communications.

Qualifications

• Experience in technical support or help desk environments.
• Ability to read and interpret technical data (JSON, HL7v2, logs) to diagnose issues.
• Familiarity with APIs and web service protocols.
• Excellent written and verbal communication for customers and internal teams.

Responsibilities

• Handle Tier I tickets, escalate where needed.
• Guide customers to update configurations and resolve issues independently.
• Troubleshoot basic connectivity (VPN/API) and traffic issues.
• Act as Incident Manager during major incidents and communicate with customers.

Skills

Technical support

Rapid learning

Critical thinking

JSON/HL7v2/logs reading

APIs & web services

Clear communication

Organization & customer focus

AI-assisted troubleshooting

Tools

Jira/Confluence

Zendesk

Job description

Redox is seeking a Tier I Support Engineer to be the first line of technical support for customers, resolving everyday connectivity, configuration, and messaging issues. As we move toward more self-service tools, you will teach customers how to use config modifiers, log inspector, alerting, and translation sets to empower self-resolution.

You will join a collaborative team providing on-call support, incident management during major incidents, and clear customer communications.