Support Engineer

Jobless; Waco, Northern (TX, KY); On-site; 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

Support Engineer

Reports To: Director of Engineering

Summary

AxisCare is hiring a full-time, fully remote Support Engineer to protect Engineering's capacity, give the Support team greater leverage, and make sure the problems that matter most get seen and fixed fast.

You'll report into Engineering but embed daily with the Support team. They handle most customer issues directly, but the particularly tough cases they can't crack land on your desk, and you'll work with them to diagnose the problem and resolve it. When it's a real bug, you'll hand Product and Engineering a clean, well-scoped ticket with everything they need to fix it quickly.

But the lasting impact of this role isn't in solving individual tickets. It's in building the systems that help the whole Support team get better: the things that help them answer their own questions before they need to ask you, and help you answer yours before you need to ask a PM or software engineer.

If you do great work here and want to grow into a software engineering role, we'll be excited to support that career growth. This seat is on the Engineering team for a reason.

What You'll Do

Own the escalation path above the Support team's top tier. Diagnose and resolve the issues that have them stumped by scouring logs and dashboards, running database queries, and drawing on your growing knowledge of our systems.

Build the systems that give the Support team leverage: runbooks, diagnostic scripts, automations, internal dashboards, tighter escalation workflows, and AI-assisted triage tooling.

Coach the Support team on technical troubleshooting and what makes a strong escalation: the right context, the right logs, clear reproduction steps. This feedback loop is one of the most valuable things you'll create. Over time, the whole team gets sharper, and the escalations that reach you arrive better every round.

When real bugs surface, file well-scoped tickets with reproduction steps, relevant logs, and enough context that Engineering can solve the problem quickly and Product knows where to slot it in priority.

Keep Engineering focused on building. You're the filter that turns a flood of 'something's broken' into a short list of real, well-documented problems they can act on quickly.

Use AI tools to diagnose issues faster, write and maintain runbooks, and build internal tooling.

What We're Looking For

A relentless troubleshooter. You don't stop at "I can't reproduce it." You dig through logs, trace the data, check the timeline, and figure out what actually happened. And you deeply understand the business context, so you know where to focus your efforts first.

A systems builder. You see the same class of issue come through three times and your instinct is to build something so nobody has to elevate it again: a runbook, a script, a dashboard.

A clear, direct communicator. You translate messy customer-reported symptoms into precise technical descriptions. You write bug reports that engineers love to read. You explain technical problems to non-technical people without talking down or hand-waving.

An AI power user. You use AI to move faster: diagnosing problems, uncovering tricky system behavior, building internal tools. You don't wait for someone to hand you a playbook.

Technically strong at the tooling layer. You're at home in monitoring and observability platforms like Grafana, Honeycomb, and CloudWatch, comfortable writing database queries, and you know your way around GitHub and Jira. You can read logs, trace request flows, and understand what the system is telling you.

Someone who makes both teams better. Support improves because you coach them on technical troubleshooting and what makes a strong escalation. Engineering improves because the only tickets that reach them are real, well-documented, and ready to act on.

Experience required

• 3+ years in a technical support, support engineering, SRE, or similar troubleshooting-heavy role, or equivalent experience that shows strong diagnostic and systems-building skills
• Comfortable working 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. You document clearly and write bug reports that engineers can act on right away.
• Demonstrated use of AI tools in your own work
• Able to work remotely from the Eastern, Central, or Mountain time zones
• Qualified to work in the United States or Canada

What We'd Be Excited to Find

• Ability to read and trace through a web application codebase (PHP/React or similar) to diagnose issues at the code level
• Experience building internal tools, dashboards, or automations that made a support team more effective
• Familiarity with HIPAA-compliant environments
• A track record of shaping the escalation process between Support and Engineering, making both sides better in the process

Working Conditions

• Manual dexterity required to use desktop computer and peripherals.

Compensation and Equipment

• Salary (TBD based on job experience and skill level)
  Medical insurance is covered in full for the employee (Medical, Dental, and Vision)
  Company will provide laptop and other needed computer equipment

About AxisCare

According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.

AxisCare was started in 2011 by industry leaders to help meet the demand for a more user-friendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries. We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.