Support Operations Specialist (Night Shift) (Fully Remote)

Jobgether; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Jobgether is seeking a technically proficient Support Engineer in the United States to own and resolve complex customer cases involving platform performance, data issues, APIs, and integrations. You will lead investigations, provide durable solutions, and mentor junior engineers through ticket reviews and knowledge sharing.

You will also drive operational improvements by refining escalation processes, reporting, and collaboration with Engineering, Product, and Customer Success.

Qualifications

• 2–4+ years of experience in technical support.
• Advanced knowledge of SQL optimization, scripting basics, and API debugging.
• Experience handling customer escalations and de-escalations.

Responsibilities

• Take ownership of moderate-to-complex customer support cases and resolve advanced technical issues (platform performance, data corruption, APIs, integrations).
• Lead technical investigations and troubleshooting to identify root causes and provide effective solutions.
• Mentor junior support engineers through ticket reviews, knowledge sharing, guidance, and shadowing sessions.
• Identify opportunities to improve support operations and implement enhancements such as macros, escalations, and reporting.
• Collaborate with Engineering, Product, and Customer Success to support bug prioritization, manage escalations, and coordinate customer communications.
• Lead technical troubleshooting during high-priority incident calls to ensure issues are investigated and managed effectively.

Skills

SQL optimization

Basic scripting

API debugging

Job description

• Take ownership of moderate-to-complex customer support cases, resolving advanced technical issues involving platform performance, data corruption, APIs, and integrations.
• Lead technical investigations and troubleshooting activities, applying in-depth product and technical knowledge to identify root causes and deliver effective solutions.
• Provide informal mentorship to junior support engineers through ticket reviews, knowledge sharing, technical guidance, and shadowing sessions.

How You'll Improve Operations:

• Identify opportunities to improve support operations and contribute to implementing enhancements such as support macros, streamlined escalation procedures, and improved reporting.
• Collaborate with Engineering, Product, and Customer Success teams to support bug prioritization, manage escalated cases, and coordinate customer communication.
• Lead technical troubleshooting during high-priority customer incident calls, ensuring issues are investigated and managed effectively.

Who You Are:

• Approximately 2–4+ years of experience in technical support, with a demonstrated ability to independently manage and resolve complex technical issues.
• Advanced knowledge of relevant technical systems and product environments, including SQL optimization, basic scripting, and in-depth API debugging.
• Proven experience handling customer escalations, managing challenging interactions, and de-escalating sensitive situations professionally.

Jobgether

Jobgether is an AI-powered job matching platform that connects candidates with hiring companies. They use technology to streamline recruitment, focusing on efficiency and objectivity.