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Senior Technical Support Engineer

Veriff

Location
USA
Workplace
Remote
Employment
Full Time
Salary
USD 114,000–145,000/yr
Apply on the employer’s site

Posted 3mo ago

The employer’s full description could not be read from their board. This is a summary of the posting — follow the apply link for the original.

Responsibilities

  • Take ownership of reported issues and ensure their resolution
  • Conduct research, diagnosis, troubleshooting, and identify solutions
  • Replicate reported issues and write detailed bug reports
  • Escalate unresolved issues to appropriate development teams
  • Document standardized solutions for the knowledge base
  • Handle crises in the event of feature failures or application downtime
  • Participate in an on-call rotation and lead production incidents
  • Develop and report on key metrics
  • Generate custom reports and write complex SQL queries
  • Drive cross-team initiatives that have area-wide impact
  • Take responsibility for technical designs of new services and tools
  • Identify gaps in issues and processes, bring data-driven solutions
  • Optimize and automate repetitive tasks
  • Gather feature requests and make them visible to correct stakeholders
  • Actively participate in the hiring pipeline and refer candidates

Requirements

  • 3+ years of experience in Technical Support, Site Reliability Engineering (SRE), or similar technical role
  • Strong understanding of software programming and system architecture
  • Solid knowledge of APIs (REST, webhooks)
  • Solid ability to troubleshoot web applications and identify root causes
  • Deep knowledge and experience with observability tools (e.g., Grafana)
  • Proficiency in writing complex SQL queries and basic scripts
  • Comfortable working with Mac, Linux, and Windows environments
  • Experience with incident management processes
  • Demonstrated ability to mentor and support team members
  • A proactive approach to teamwork, a solutions-oriented mindset, and excellent interpersonal skills
  • Data-driven approach to problem-solving and decision-making
  • Knowledge of TypeScript, Python, Postgres, or ReactJS
  • Ability to work independently without supervision, prioritize effectively, and deliver consistently
  • Fluency in both written and spoken English
  • A background in creating highly technical but clear technical documentation and presentations

Preferred

  • Experience with JIRA, Confluence, and GitHub
  • Built applications or integrated services
  • Familiarity with CI/CD pipelines and deployment processes

Skills

  • API
  • REST
  • webhooks
  • Grafana
  • SQL
  • Mac
  • Linux
  • Windows
  • TypeScript
  • Python
  • Postgres
  • ReactJS
  • JIRA
  • Confluence
  • GitHub
  • CI/CD

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