Customer Support Engineer

Genesis Digital, LLC is seeking a Customer Support Engineer to act as a technical escalation point within their support team. This role involves analyzing and resolving complex technical issues while ensuring clear communication with customers and maintaining a strong customer experience.

Responsibilities:

• Deep technical investigation of complex customer issues
• This role operates beyond standard troubleshooting by performing system-level analysis and making technical decisions that directly impact escalation and resolution paths
• Clear and defensible technical decisions
• Dev deflection through correct classification
• High-quality Dev escalations when required
• Contribution to RCA and long-term prevention
• Maintaining a strong customer experience through clear communication, expectation-setting, and steady ownership throughout the resolution process
• Strengthening Support’s technical credibility
• Analyze logs, data, and system behavior
• Trace issues across frontend, backend, and database layers
• Attempt reproduction where feasible
• Classify issues accurately and defensibly
• Document findings clearly and concisely
• Translate technical findings into clear, customer-friendly explanations
• Set expectations with customers during active investigations, especially for high-complexity or high-impact issues
• Make and defend final technical classification decisions for complex issues
• Escalate only confirmed bugs or validated feature needs
• Ensure Dev tickets include reproduction steps, impact, and supporting evidence
• Reduce noise and ambiguity reaching Engineering
• Maintain ownership of customer communication for tickets handled within Complex Care
• Keep customers informed with timely updates, clear next steps, and realistic timelines
• Partner with Engineering on confirmed defects
• Route validated feature requests to Product
• Identify and report recurring technical issues
• Act as a technical authority within Support
• Advocate for customer impact and urgency in cross-functional discussions
• Ensure internal decisions are reflected clearly and accurately back to the customer
• Identify patterns across Complex Care tickets
• Contribute to Root Cause Analysis (RCA) summaries
• Recommend and drive prevention actions, including: Documentation updates, Support enablement, Diagnostic tooling improvements
• Close the loop with customers when systemic issues are resolved, reinforcing trust and long-term confidence

Requirements:

• Minimum experience: Experienced
• Deep technical investigation of complex customer issues
• Analyze logs, data, and system behavior
• Trace issues across frontend, backend, and database layers
• Attempt reproduction where feasible
• Classify issues accurately and defensibly
• Document findings clearly and concisely
• Translate technical findings into clear, customer-friendly explanations
• Set expectations with customers during active investigations, especially for high-complexity or high-impact issues
• Make and defend final technical classification decisions for complex issues
• Escalate only confirmed bugs or validated feature needs
• Ensure Dev tickets include reproduction steps, impact, and supporting evidence
• Reduce noise and ambiguity reaching Engineering
• Maintain ownership of customer communication for tickets handled within Complex Care
• Keep customers informed with timely updates, clear next steps, and realistic timelines
• Partner with Engineering on confirmed defects
• Route validated feature requests to Product
• Identify and report recurring technical issues
• Act as a technical authority within Support
• Advocate for customer impact and urgency in cross-functional discussions
• Ensure internal decisions are reflected clearly and accurately back to the customer
• Identify patterns across Complex Care tickets
• Contribute to Root Cause Analysis (RCA) summaries
• Recommend and drive prevention actions, including documentation updates, support enablement, and diagnostic tooling improvements
• Close the loop with customers when systemic issues are resolved, reinforcing trust and long-term confidence
• Backend familiarity (PHP / Python)
• Frontend debugging basics (JS / HTML)
• Ability to write complex SQL queries
• Experience with observability tools: ELK, CloudWatch, CloudTrail, Logs Explorer, Cloud Audit
• Strong debugging and systems-thinking skills
• The ability to communicate clearly with customers
• QA / SDETs with strong debugging ability
• Senior Care Team Support Agents with technical depth
• Junior developers seeking operational experience