Tier II Support Engineer

Metrc is the most trusted provider of cannabis regulatory systems in the United States, rapidly expanding globally. The Tier II Support Engineer is responsible for resolving complex system and API issues, combining deep troubleshooting with a developer mindset to automate and permanently resolve recurring problems.

Responsibilities:

• Serve as the final escalation point within Support for complex system and API issues, using log analysis, database queries, API testing, and scripting to diagnose root causes
• Create and manage detailed JIRA tickets — including reproduction steps, logs, and proposed fixes — to accelerate Development team resolution
• Write scripts and tooling (Python, PowerShell, SQL, API utilities) to automate repetitive troubleshooting and reduce time-to-resolution
• Identify recurring issue patterns and drive permanent, code-based solutions such as bug fixes, data migration scripts, or internal tools
• Build and maintain internal support automation — diagnostic scripts, dashboards, and workflow tools that empower the broader team to self-serve
• Proactively communicate status updates, timelines, and workarounds to end users and stakeholders throughout the resolution process
• Create and maintain troubleshooting guides, runbooks, and knowledge base articles with a preference for executable, code-backed documentation

Requirements:

• Deep troubleshooting skills with a developer mindset
• Experience with log analysis, database queries, API testing, and scripting
• Ability to create and manage detailed JIRA tickets
• Proficiency in writing scripts and tooling using Python, PowerShell, SQL, and API utilities
• Experience in identifying recurring issue patterns and driving permanent, code-based solutions
• Ability to build and maintain internal support automation including diagnostic scripts, dashboards, and workflow tools
• Strong communication skills to provide status updates and workarounds to end users and stakeholders
• Experience in creating and maintaining troubleshooting guides, runbooks, and knowledge base articles