Technical Support Engineer

We're looking for a technical support engineer with 2-3 years of experience to own the support queue for our enterprise customers, most of them in the US. You'll dig into the logs and the data to find out why something broke, and help run customer data migrations and the monitoring that catches problems before customers do.
What Youll Do:
Own the Support Queue: Take tickets from first response through resolution. You are responsible for meeting our response times, keeping every open ticket moving, and closing standard issues on your own.
Investigate Before You Escalate: Reproduce the problem, read the logs and the data, and isolate the cause. When something needs engineering, it reaches them with findings and evidence rather than a forwarded complaint.
Communicate with Customers: Keep customers informed in writing, manage expectations honestly, and stay credible even when the answer is not ready yet.
Run Customer Data Migrations: Map and validate customer data as it moves into, and catch the records that don't fit before the customer does.
Write the Help Center: Turn what you solve into articles on common actions and troubleshooting, so the answer exists the next time someone asks.
Build Customer Enablement: Create and maintain a library of short workflow recordings, and run group training sessions, webinars and office hours as the role grows.
Monitor Proactively: Build and run monitors over our observability stack, triage the alerts they raise, and reach out to customers before they notice the problem themselves.