Technical Support Engineer - Product & IT Ops (Remote)

sunday; Atlanta (GA); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Stock Options

A great office with a balance of in‑p

Free Vacation Policy

100% Employer-Covered Health Insurance

401K Plan

Job summary

sunday is hiring a Technical Support Specialist in Atlanta to ensure reliability of our product and IT support operations. You will bridge Level 1 and Level 3 engineering, provide advanced technical support, and improve support processes.

Join a startup vibe with a mix of in-person and remote work, stock options, health insurance, and a strong emphasis on documentation and collaboration across teams.

Qualifications

• 3 to 5 years of experience in a technical support, product support, or IT operations role.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.
• Strong problem-solving and analytical skills, with a proven customer- and service-oriented mindset.
• Excellent communication and collaboration skills, with experience working cross-functionally between support, product, and engineering teams.
• Experience creating or maintaining internal documentation and knowledge bases.
• Experience working in a startup or scale-up environment is preferred.

Responsibilities

• Provide advanced technical support to Operations teams, assisting with product-related issues that require deeper analysis or troubleshooting.
• Participate in IT and Product Support Operations, helping manage day-to-day operational requests and ensuring effective ticket coverage and resolution.
• Investigate and document recurring issues, escalating bugs or systemic problems to Product and Engineering teams as needed.
• Collaborate closely with Engineers to ensure the prompt resolution of technical issues.
• Maintain clear communication across teams during major product issues, ensuring stakeholders are updated on progress and resolution.
• Develop and maintain a robust internal knowledge base to support consistent, efficient troubleshooting across all support levels.
• Train and mentor operational team members, equipping them with product knowledge and best practices for handling technical issues.
• Track, analyze, and report on common support themes and performance metrics to identify opportunities for proactive improvements.

Skills

Technical support

Cross-functional collaboration

Analytical thinking

Documentation

Customer focus

Education

Bachelor's degree in Computer Science or related

Job description

sunday is hiring a Technical Support Specialist in Atlanta to ensure reliability of our product and IT support operations. You will bridge Level 1 and Level 3 engineering, provide advanced technical support, and improve support processes.

Join a startup vibe with a mix of in-person and remote work, stock options, health insurance, and a strong emphasis on documentation and collaboration across teams.