aiwyn - Senior Technical Support Engineer
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Requirements
• BA in Computer Science. • 3-5 years experience in product development or technical support within a SaaS environment. • Strong knowledge of databases and SQL for troubleshooting technical issues. • Experience with ETL tools and data pipeline monitoring. • Familiarity with web development, APIs, and tools like LogRocket for problem resolution. • Comfort working in GitHub for code investigation and minor fixes. • Excellent communication skills, with the ability to simplify complex technical topics for customers and internal teams. • Ability to thrive in a fast-paced environment while managing multiple issues. • We encourage you to apply even if you don’t meet every qualification. • We recognize that talent comes from many paths. If you’re enthusiastic about this role and feel your skills and experience would enable you to succeed, we encourage you to submit an application.
Responsibilities
• Identify and troubleshoot complex customer issues in unique configurations. • Analyze patterns in customer interactions to drive product and service improvements. • Educate customers and internal teams on Aiwyn products, becoming an SME (Subject Matter Expert) on key features. • Act as the technical liaison between teams like Support, Customer Success, and Engineering, serving as the escalation point for complex technical issues. • Triage and document incoming bug reports, reproducing issues and providing detailed findings to the engineering team to support efficient escalation. • Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights. • Monitor, troubleshoot, and maintain ETL pipelines and data connections, identifying and resolving failures or data integrity issues. • Monitor and maintain integrations and data connections, proactively identifying and resolving issues before they impact customers. • Develop scalable support processes based on customer feedback to improve workflows. • Provide exceptional support via emails, chats, or calls for both routine and advanced technical issues. • Work in GitHub to investigate code-related issues or make small fixes as needed.
Benefits
• Adventure travel stipend - you receive a $1,000 travel reimbursement on your work anniversary each year. We encourage our team to recharge and explore the world beyond their home office walls. • Remote -work-from-anywhere culture • World Class health benefits - we believe in fostering flourishing teams by providing benefits that go beyond the usual standards - Health, vision, dental, HSA/FSA, and mental health support. • Stock options - every Full Time Employee has ownership in Aiwyn's future and success. • 401(k) matching • Relentless by Design • Owners not Renters • Trust at the Core
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