Remote Support Engineer - Tier 2
AirDNA
π΅ $23k-$28k
πRemote - Europe
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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 β¬ - 26,000 β¬
- 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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