Logging Support Jobs

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Technical Support Engineer

GRAX Inc. Boston, MA 🇺🇸 Remote

Boston, MA

Today

$125k - $145k/yr Full time Application Support AWS Aws Ec2

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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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