Technical Support Engineer

Technical Support Engineer supports GRAX Inc.’s Salesforce backup, archive, and restore products by owning customer cases from intake through resolution, including escalation and follow-up.

Responsibilities

• Deliver technical assistance to customers via email and screenshare
• Handle cases end-to-end: triage, reproduction, debugging, escalation to Engineering, and resolution
• Provide workarounds and communicate long-term fixes back to customers
• Manage and prioritize a queue of cases, including long-running issues
• Recommend preventive maintenance and configuration changes to improve usability, performance, and customer satisfaction
• Join a 24/7/365 on-call rotation for emergency support and coordinate incident communications
• Create and maintain documentation and knowledge base content from customer interactions
• Share best practices with the team and help newer team members ramp up on technical topics
• Propose improvements to Support workflows and processes
• Route customer feedback and recurring pain points to Product and Engineering to inform features and fixes

Requirements

• 3+ years of experience in a customer-facing technical support role
• Hands-on Salesforce.com experience as a user, admin, or developer
• Working knowledge of AWS services including EC2, S3, RDS, IAM, and VPC/networking, with the ability to debug configuration and connectivity issues in customer environments
• Proficiency using logging and metrics tools (for example, DataDog) to triage issues and confirm resolutions
• Experience managing cases end-to-end, including writing bug reports for Engineering handoff
• Experience writing support content or product documentation
• Ability to explain complex technical topics clearly to customers and coworkers across varying technical levels (writing and verbal)
• Strong organizational skills with a customer-oriented approach to prioritizing a changing case queue, plus a calm, methodical approach to emergent issues
• Comfort working independently in a fully remote environment

Technologies

• Salesforce.com
• AWS services (EC2, S3, RDS, IAM, VPC/networking)
• DataDog
• Logging and metrics services

Preferred Qualifications

• Scripting or programming proficiency (JavaScript, Apex, SQL, bash, or similar)
• Experience with REST/SOAP APIs and CLI tooling
• Experience deploying and debugging cloud-based applications, especially on AWS
• Understanding of public cloud architecture and network design
• Experience with Azure or other public cloud platforms
• Cloud certifications (for example, AWS Cloud Practitioner)
• Familiarity with Linux

Benefits

• Fully remote
• Flexible PTO
• Healthcare, dental, vision, and life insurance coverage
• 401k

Location: Boston, MA (remote) • Salary: USD 125,000 - 145,000 per year • Experience: 3+ years