Technical Support Engineer - Enterprise Onboarding & Automation

PacerPro; United States; Remote; USD 95,000 - 115,000; Full time

Job summary

PacerPro is looking for a Technical Support Engineer to bridge customers and engineering, investigating issues, resolving what you can, and handing off the rest with clear, scoped tickets. You’ll collaborate with customer success, IT teams, and engineers to support SaaS and on-premise solutions.

This hands-on role involves data, tooling, and troubleshooting with logs, dashboards, and occasional minor fixes in Ruby/Rails and SQL. No coding for product shipping is required.

Qualifications

• Hands-on experience solving technical problems for customers in support, support engineering, implementations or similar roles.
• Strong troubleshooting skills: form hypotheses, isolate variables and trace problems through logs and data.
• Working knowledge of one or more programming languages, and SQL for troubleshooting and fixes.
• Comfort with CSV and spreadsheet data, and care when making changes in bulk.
• Understanding of email delivery basics, such as bounces, suppression lists, SPF, DKIM and DMARC.
• Clear written and verbal communication to explain technical issues to non-technical audiences.
• Good judgment on when to fix something yourself and when to escalate.

Responsibilities

• Investigate customer reports about missed, incorrect, duplicate or bounced notification emails and documents, with clear context for engineering.
• Set up and maintain customer configuration, including naming conventions, distribution lists, case follows and client codes.
• Manage accounts and users, including SSO, domain changes, trials and subscription fixes.
• Support enterprise customers through onboarding and integrations with their document management systems, working with their IT teams.
• Troubleshoot data and web app issues, such as duplicate cases, incorrect case details and download problems; create runbooks and feedback.
• Automate repetitive tasks to enable self-serve handling for routine requests and reduce engineering tickets.
• Work with a varied tech stack (Heroku, AWS, Sidekiq, LogEntries, New Relic, Twilio SendGrid, CloudMailin, Ruby/Rails, Postgres, Redis) and tools (HubSpot, Jira, Confluence, Slack) for investigation and minor fixes.

Skills

Troubleshooting

Customer support

SQL

Programming basics

CSV handling

Communication

Escalation decisions

Tools

HubSpot

Jira

Confluence

Slack

Ruby/Rails

SQL tooling

Job description

PacerPro is looking for a Technical Support Engineer to bridge customers and engineering, investigating issues, resolving what you can, and handing off the rest with clear, scoped tickets. You’ll collaborate with customer success, IT teams, and engineers to support SaaS and on-premise solutions.

This hands-on role involves data, tooling, and troubleshooting with logs, dashboards, and occasional minor fixes in Ruby/Rails and SQL. No coding for product shipping is required.