Serve as the first point of contact for our customers across multiple channels (phone, email, etc.)
Troubleshoot and resolve complex issues using advanced web and browser debugging techniques
Analyze logs and metrics with precision using CLI tools and monitoring platforms
Investigate network and connectivity issues using tools like ping and traceroute
Participate in on-duty support rotations, responding to alerts and diagnosing incidents
Collaborate with specialists to identify and escalate high-priority issues
Contribute to improving support processes and enhancing internal documentation
Help shape and refine the support organization to meet customer needs
Apply knowledge of cloud environments and Linux/Ubuntu systems to troubleshoot distributed systems

A degree in Computer Engineering, Computer Science, or a related technical field.
Strong understanding of web technologies including HTTP/HTTPS protocols, REST APIs, browser architecture, and JavaScript fundamentals.
Extensive experience with advanced web and browser debugging, including deep proficiency in Chrome DevTools.
Strong expertise in log analysis and scripting, with proficiency in parsing large logs and automating support tasks.
Experience in monitoring with proficiency in Grafana or related tools.
Expertise in network troubleshooting, including VPNs, DNS, firewalls, and routing.
Practical experience working with cloud environments (AWS, Azure, or GCP) is a strong plus.

Technical Support Engineer, Tier 3

Key skills