Technical Support Engineer

About this role

About the role: - You'll diagnose and resolve technical incidents affecting production systems, working through layers of applications, APIs, databases, and infrastructure - Your core focus is identifying root causes, implementing lasting solutions, and preventing recurrence rather than applying temporary fixes - You'll coordinate with product, engineering, and customer-facing teams to keep systems running and stakeholders informed during and after incidents - Daily work involves reviewing logs and metrics, analyzing unusual behavior, and validating fixes in live environments What you'll work on: - Troubleshooting application failures, API errors, database performance issues, and infrastructure problems using systematic debugging approaches - Writing queries against PostgreSQL and MySQL databases to investigate data-related issues and verify system state - Examining monitoring dashboards in tools like Grafana, SigNoz, Sentry, ELK, or Datadog to spot anomalies and trace problems to their source - Creating automation scripts in Python, Shell, or JavaScript to speed up diagnostics, log collection, and routine operational tasks - Managing incident response workflows, documenting what happened, and sharing findings with the team afterward - Evaluating whether infrastructure, configuration, deployment, or code changes are the underlying cause What we're looking for: - 2–4 years working in Technical Support, Production Support, Application Support, SRE, or Platform Reliability roles - Strong hands-on troubleshooting and debugging ability across the full stack - Practical knowledge of Linux command-line tools and system administration - Fluent reading and writing of SQL, particularly for PostgreSQL and MySQL - Working familiarity with REST APIs, HTTP protocols, and basic networking (DNS, TCP/IP, firewalls) - Ability to work with monitoring, observability, and logging platforms — hands-on experience with at least one of Grafana, SigNoz, Sentry, ELK, or Datadog - Foundational grasp of AWS or another cloud platform, containerization with Docker, and microservices design patterns - Capacity to write debugging and automation scripts; Python, Shell, or JavaScript proficiency required - Comfortable owning problems end-to-end, driving toward root-cause understanding, and pushing for systemic improvements - Clear communication with both technical colleagues and non-technical stakeholders Good to have: - Exposure to Redis for caching and session management - Experience with OpenSearch, Elasticsearch, or similar search and analytics systems - Familiarity with CI/CD pipelines and deployment automation - Prior use of AI-assisted tools for debugging or generating automation code