Key skills
AWSElasticSearchPythonAIElasticsearchJiraCommunicationCustomer Success
About this role
Role Overview
- Investigate and resolve complex technical issues escalated from customer success teams
- Analyze platform logs and, when necessary, review associated code to diagnose problems
- Troubleshoot advanced technical challenges to ensure timely and effective solutions
- Document issues and resolutions, contributing to the knowledge base for continuous improvement
- Work directly with Engineering to identify, report, and resolve product bugs and enhancements
- Collaborate with Product teams to enhance the knowledge base and inform the product roadmap based on support insights
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 3-5 years of experience in a technical support or engineering role, preferably at the Tier 3 level
- Proficiency in Python and experience with AWS-based applications
- Strong problem-solving skills; able to work independently and collaboratively
- Experience with ticketing systems, especially Jira
- Excellent communication and interpersonal abilities
- Familiarity with APIs and integration with other platforms
- Experience with Elasticsearch or similar log management tools
- Administrative experience with Microsoft products (SharePoint, O365, OneNote)
Tech Stack
- AWS
- ElasticSearch
- Python
Benefits
- Hybrid work model with one day a week on-site
- Opportunity to work with cutting-edge AI technology
- Dynamic team environment