Level 2 Support Engineer

Summary

Join Wealth.com, a leading estate planning platform, as a Level 2 Support Engineer. You will be a key player in providing advanced technical support to our Support Team and Customer Success Managers, resolving complex product issues. Collaborate with engineering to escalate bugs, utilizing your expertise in log management, database querying, and cloud infrastructure. This role requires strong problem-solving skills and excellent communication. We offer a fully remote, flexible work environment with competitive salary, full benefits, unlimited PTO, and paid parental leave. Wealth.com is a dynamic, growing company with a supportive and collaborative culture.

Requirements

• Minimum of 2 years of experience in a technical support or engineering role, preferably within a SaaS environment
• Demonstrated proficiency in log analysis, database management, cloud technologies, and monitoring tools (e.g., Datadog, New Relic)
• Experience with issue tracking and triaging in GitHub, Jira, or equivalent systems
• Exceptional problem-solving abilities paired with strong written and verbal communication skills
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent professional experience)

Responsibilities

• Collaborate with Support Team and CSMs to investigate and resolve escalated technical issues impacting customer experience
• Utilize log management tools (e.g., Splunk, ELK, Logz.io) to perform in-depth root cause analysis
• Proficiency in scripting languages (e.g., Python, Bash) for automation or troubleshooting
• Monitor and troubleshoot cloud-based systems (e.g., AWS, Azure, GCP) using industry-standard tools such as Datadog, New Relic
• Triage and manage issues in platforms like GitHub and Jira, ensuring accurate prioritization and timely escalation
• Document technical findings, resolutions, and processes to enhance internal knowledge bases
• Serve as a technical liaison between Support/CSMs and engineering teams, facilitating seamless communication and resolution workflows

Preferred Qualifications

• Familiarity with DevOps practices, CI/CD pipelines, and infrastructure as code
• Execute complex database queries (e.g., SQL, NoSQL) to diagnose and rectify backend discrepancies
• Relevant certifications (e.g., AWS Certification, Google Cloud Certification)

Benefits

• Competitive Salary
• Fully remote, flexible work environment. We do however meet together in person several times a year
• Full medical and dental benefits
• Unlimited PTO in an environment where taking time off to relax or recharge is supported and encouraged
• Paid Parental Leave
• Company equity managed through Carta
• 401k with Match and 100% vesting upon hire
• Free estate planning!