Remote Support Engineer - Tier 2

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AirDNA

πŸ’΅ $23k-$28k
πŸ“Remote - Europe

Job highlights

Summary

Join our team and assist with resolving complex technical issues that arise from our platform's backend services as a Tier 2 Support Engineer.

Requirements

  • 3+ years in technical support, DevOps, or software engineering, with exposure to SaaS platforms or web applications
  • Technical Knowledge: Experience with PostgreSQL databases, especially writing queries
  • Experience with Heroku or similar cloud platforms
  • Comfortable with log analysis and using data to investigate and resolve technical issues
  • Problem-Solving: Ability to break down complex problems into manageable solutions and follow through to resolution
  • Communication: Clear, concise writing skills to document solutions and communicate with internal teams effectively
  • Collaboration: A team-oriented mindset with a focus on knowledge sharing and cooperation across departments
  • Adaptability: Willingness to learn new tools and technologies and adapt to changing needs as the platform evolves
  • On-call Availability: Willingness to participate in on-call rotations to support critical incidents (including nights and weekends)

Responsibilities

  • Handle Escalations: Assist Tier 1 support specialists by troubleshooting and resolving more complex technical issues related to our backend technologies (Ruby, Hanami, PostgreSQL)
  • Root Cause Analysis: Break down technical problems from high-level descriptions to their underlying causes, using logs and data as necessary
  • Documentation: Create and maintain clear, helpful internal documentation to support Tier 1 specialists and improve knowledge-sharing across the team
  • Collaboration: Partner with product, engineering, and DevOps teams to address recurring issues and provide technical input for platform updates
  • Process Improvement: Identify opportunities to automate workflows, streamline processes, and improve overall support efficiency
  • On-call Support: Participate in an on-call rotation to assist with critical incident management and ensure fast issue resolution when needed

Preferred Qualifications

  • Experience with Ruby is highly valued
  • AWS experience

Benefits

  • Indefinite contract
  • Salary range: 22,000 € - 26,000 €
  • Eligible for annual bonus
  • 35 holidays per year (+ Christmas Day and New Years Day)
  • Continuing education stipend
  • Individual growth plan to progress in the role

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