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GRAX Inc.

Technical Support Engineer

GRAX Inc.
Boston, MA Remote $125k - $145k/yr Full time Posted 28d ago
Application Support AWS Aws Ec2 Aws Vpc Cloud Cloud Platforms Customer Relationship Management (CRM) Customer Support Datadog Incident Management Logging Rds Salesforce Technical Support
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Job Description

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

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