🛠 Tech Stack

💼 About This Role

You'll own the root cause investigation of complex system failures as the vital link between client-facing teams and Engineering. Your core impact is providing high-fidelity, data-backed bug validations that turn anomalies into actionable fixes. You'll also scale troubleshooting through documentation and drive AI-powered triage using GenAI tools.

🎯 What You'll Do

• Diagnose complex system failures using log analysis and database debugging
• Translate deep-stack architectural blockers into business-speak for stakeholders
• Author decision trees and troubleshooting workflows for lower-tier issues
• Identify recurring patterns in system issues and flag platform friction points

📋 Requirements

• 2–5 years of experience in technical support engineering or platform enablement
• Proficient in log analysis tools (Datadog, Observe) and SQL
• Able to manually test endpoints via Postman/cURL and diagnose client-side failures
• Code-literate to navigate source code and correlate errors with backend logs

✨ Nice to Have

• Experience with GenAI tools like Gemini, Claude, or GitHub Copilot
• Familiarity with analyzing system patterns and data-backed impact reporting
• Ability to train Tier 1 colleagues on investigation techniques

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 🏥 Medical benefit contributions as per local laws and employment agreement