This is a remote Technical Support Engineer role for a US-based company focused on delivering AI-powered enterprise translation. The role involves troubleshooting customer issues, analyzing logs, and contributing to product improvements. The company emphasizes a collaborative and customer-focused culture.
Requirements
- Serve as a subject-matter expert on the platform, APIs, and standard integration patterns
- Reproduce customer issues and deliver high-quality bug reports with logs, traces, and steps to reproduce
- Analyze log files, stack traces, browser traces, and thread dumps to isolate root causes
- Author customer-facing and internal knowledge base articles and lead internal knowledge sharing
- Automate repetitive diagnostics with Bash/Python scripts and propose tooling improvements
- Operate effectively in a 24x5 shift environment with strong prioritization and handoff practices
Benefits
- Work on a mission that actually ships impact
- Own gnarly, high-leverage investigations with autonomy
- Partner daily with engineers and leadership
- Use modern tooling (Datadog, scripting)
- Fully remote
- Shift collaboration and strong knowledge-sharing culture