Technical Support Engineer (24/7 rotation)

Atom Matrix Innovation LLC; Phoenix (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

Atom Matrix Innovation LLC in Phoenix, AZ, is seeking a Technical Support Engineer to own 24/7 follow-the-sun incident handling for production traffic and API issues. You’ll read logs, reproduce problems, and coordinate with engineering to drive resolution.

You'll work a shift on a rotation that covers nights and weekends, communicate clearly with customers, and turn recurring questions into runbooks and documentation to speed future responses.

Qualifications

• 2+ years in technical support, QA, or a support-engineering role for an API or infrastructure product.
• Comfortable reading API requests/responses, logs, and HTTP; can write a quick script or curl to reproduce an issue.
• Calm and methodical under pressure, with genuinely clear written communication.
• Willing and able to work shifts, including some nights and weekends on rotation.
• Customer-first instinct — you own the problem until it's actually solved.

Responsibilities

• Own incoming technical tickets end to end — triage, investigate, resolve, and follow up.
• Reproduce issues against the API, read logs and delivery/engagement data, and isolate root cause.
• Distinguish customer-side bugs from carrier/provider issues from platform issues, and route accordingly.
• Escalate to engineering with clear, reproducible reports, and keep the customer informed until it's closed.
• Turn recurring questions into documentation and internal runbooks so the next person is faster.
• Work a defined shift as part of a follow-the-sun 24/7 rotation.

Skills

API troubleshooting

Log analysis

Customer communication

Scripting / curl

Job description

Technical Support Engineer (24/7 rotation)

When a customer's traffic starts misbehaving, they don't want a ticket number — they want someone who can read the logs, find the cause, and get it moving again. You're that person, on a follow-the-sun rotation that keeps the platform covered around the clock.

You'll handle inbound technical issues from customers running production traffic — a drop in delivery, an integration that's erroring, a webhook that stopped firing — and drive them to resolution.

This is technical, hands-on support: reproducing problems against our APIs, reading logs and delivery data, and telling the difference between a customer's bug, a carrier issue, and something on our side. When it's ours, you loop in engineering with a clean, well-documented case. Phoenix anchors our North American coverage; the role is part of a 24/7 shift rotation with the rest handled across our other hubs.

What you'll do

• Own incoming technical tickets end to end — triage, investigate, resolve, and follow up.
• Reproduce issues against the API, read logs and delivery/engagement data, and isolate root cause.
• Distinguish customer-side bugs from carrier/provider issues from platform issues, and route accordingly.
• Escalate to engineering with clear, reproducible reports, and keep the customer informed until it's closed.
• Turn recurring questions into documentation and internal runbooks so the next person is faster.
• Work a defined shift as part of a follow-the-sun 24/7 rotation.

What we're looking for

• 2+ years in technical support, QA, or a support-engineering role for an API or infrastructure product.
• Comfortable reading API requests/responses, logs, and HTTP; can write a quick script or curl to reproduce an issue.
• Calm and methodical under pressure, with genuinely clear written communication.
• Willing and able to work shifts, including some nights and weekends on rotation.
• Customer-first instinct — you own the problem until it's actually solved.

Nice to have

• Experience with CPaaS, messaging, telephony, or email deliverability.
• Exposure to incident management and on-call practices.