Technical Support Engineer

Summary

Join Nirvana, a data-driven commercial insurance revolutionizer, as a Technical Support Engineer. You will blend traditional support with Site Reliability Engineering (SRE) principles, diving deep into system internals and driving product improvements. Collaborate across teams, taking ownership of complex challenges. This role offers significant growth for those with technical expertise and a passion for customer success. We are a distributed team across the US & India, with offices in San Francisco, CA & Columbus, OH, open to candidates in any location. The position involves technical problem-solving, customer support excellence, and continuous improvement initiatives.

Requirements

• Demonstrated experience in debugging software issues using SQL, REST APIs, and GraphQL
• Proficiency in at least one scripting language (Python, Bash, Perl)
• Experience with cloud platforms and services (AWS, Azure, GCP)
• Familiarity with log analysis tools (CloudWatch, Splunk, ELK)
• Experience with ticketing systems and issue tracking tools (JIRA, Zendesk)
• Understanding of SRE principles and practices
• 2+ years of experience in technical support, showcasing adaptability and efficiency in a dynamic environment
• Strong analytical thinking and troubleshooting skills
• Ability to distill complex technical information into actionable insights
• Experience proposing and implementing effective workarounds for complex issues
• Capable of exercising sound judgment under pressure
• Strong written and verbal communication skills with focus on clarity
• Ability to work independently while collaborating effectively across teams
• Proactively seeks and incorporates feedback from peers and stakeholders
• Experience creating technical documentation for diverse audiences
• Self-starter who seeks out learning opportunities
• Bias-to-action and willingness to tackle ambiguous problems
• Owner mentality with accountability for actions and results
• Adaptable to high-growth, fast-paced environments
• Commitment to continuous improvement and knowledge sharing

Responsibilities

• Analyze and extract relevant data from logs using tools like CloudWatch to identify root causes of complex issues
• Dive into code surrounding issues to pinpoint what engineering needs to address and how
• Develop and implement automation solutions to improve workflow efficiency
• Contribute to bug fixes and improvements in the codebase when appropriate
• Apply SRE principles to ensure system reliability and performance
• Provide timely, effective technical support via multiple channels while maintaining service standards
• Triage and prioritize incoming tickets based on impact and urgency
• Set clear expectations and communicate complex technical concepts in accessible language
• Advocate for customer needs while proposing practical solutions
• Proactively identify optimization opportunities in our products and support processes
• Contribute to internal knowledge bases and documentation
• Collaborate with cross-functional teams to implement product enhancements
• Review relative logs to identify root causes and escalate appropriately to other teams
• Create and maintain comprehensive technical documentation for internal and external users

Preferred Qualifications

• Experience with Go programming language
• Contributions to open-source projects or technical communities
• Experience implementing monitoring systems and automation tools
• Track record of driving process improvements in technical support environments

Benefits

• Competitive compensation & meaningful equity
• Health insurance for you and your family
• Monthly wellness stipend
• Hybrid work culture
• Flexible vacation policy
• Autonomy to make a tangible impact in a fast-growing startup
• 100% employer paid healthcare plans
• An up to 4% 401k match program
• Paid time off
• Parental leave
• Wellness reimbursement
• Work-from-home stipend