Technical Support Engineer

W Energy Software; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Technical Support Engineer for a night shift role, providing Level 3 support for a cutting-edge platform. In this remote position, you will diagnose and troubleshoot issues, ensuring swift resolutions to maintain customer satisfaction. Your expertise in MS SQL Server and REST APIs will be essential in conducting root cause analyses and implementing permanent fixes. Collaborating with support teams, you'll document solutions and assist in the release of hotfixes. This role offers the chance to work independently in a dynamic environment, making a significant impact on customer experience and product supportability.

Qualifications

• 5+ years of experience in a technical support role.
• Solid knowledge of Microsoft SQL for database maintenance and troubleshooting.

Responsibilities

• Provide Level 3 support for the Stream+ platform.
• Diagnose and resolve production issues to minimize customer impact.

Skills

Technical Support

MS SQL Server

REST APIs

Root Cause Analysis

Communication Skills

Problem Solving

Tools

Prometheus

Grafana

AWS CloudWatch

Jira

Job description

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Technical Support Engineer (Night Shift) - Remote

Role & Responsibilities –

• Provide Level 3 support for our Stream+ platform.
• Diagnose, troubleshoot, and resolve production issues, ensuring swift resolution to minimize customer impact.
• Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes.
• Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance.
• Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently.
• Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference.
• Assist in the release of hotfixes or patches in coordination with the development team.
• Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution.
• Share feedback with product and engineering teams regarding product supportability and customer pain points.
• This role requires working from 8:00 AM to 5:00 PM CST hours.

Requirements & Qualifications –

• 5+ years of experience in a technical support role.
• Solid knowledge of Microsoft SQL (MS SQL) for database maintenance and troubleshooting.
• Strong understanding of REST APIs and experience in troubleshooting API-related issues.
• Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch).
• Proven experience in conducting root cause analysis (RCA) and resolving production issues.
• Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining Service Level Agreements (SLAs).
• Excellent communication skills to effectively interact with customers and internal teams.
• Ability to work independently and resolve production issues in high-pressure environments.
• Previous experience in CST shifts or a support-oriented role is preferred.