Technical Support Engineer

Summary

Join Instacart's Enterprise Support team as a Technical Support Engineer, where you'll play a crucial role in troubleshooting and resolving technical queries and platform issues for our Enterprise Partners. You'll leverage your expertise in relational databases, telemetry and logging tools, and incident & ticket management to ensure seamless support for a diverse array of products, including Whitelabel services, APIs, and IoT solutions. Collaborate closely with Engineering and cross-functional teams to drive continuous improvement and success for our most strategic accounts. This role is remote and offers a competitive compensation package, including a base pay range of $95,000 - $105,000 USD, equity grants, and comprehensive benefits.

Requirements

• Bachelor’s Degree/Technical Diploma in a technical field or 4+ years of related practical experience
• In-depth knowledge of relational databases (e.g., PostgreSQL, Microsoft SQL Server)
• Experience with telemetry and logging tools (e.g., DataDog, Dynatrace, New Relic, Sentry)
• Proficient with incident & ticket management tools, including Jira, Zendesk, and Intercom, and familiarity with automated workflows
• Experience with managing multiple testing environments (UAT, prod, etc.)
• Broad understanding of REST APIs and web technologies
• Proficiency in reading and understanding code in languages such as Ruby or Python
• Mandatory experience using Git and GitHub

Responsibilities

• Utilize statistical techniques to interpret and analyze data, providing actionable insights through ongoing reports
• Detect and assess trends or patterns within data sets to guide strategic decisions
• Efficiently manage stakeholder requests via the JIRA Service Desk, ensuring issues are resolved promptly
• Tackle complex challenges by leveraging extensive research and communication to comply with SLA standards
• Work with Product and Development teams to drive innovation by building new features and addressing bugs

Preferred Qualifications

• Ability to communicate complex technical topics clearly to audiences of varying technical expertise
• Proven experience in creating and maintaining customer-specific playbooks and SOPs
• Strong strategic planning skills, enabling simultaneous management of multiple projects

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• This role is remote and the base pay range for a successful candidate is dependent on their permanent work location
• This role is eligible for a new hire equity grant as well as annual refresh grants
• CAN $95,000 — $105,000 USD