Tech Support Engineer
As a technical support engineer (tier 1), you will be in charge of investigating technical issues in the production environment of a global product. Acting as the front line of the R&D team and working closely with the customer support department. You’ll be required to diagnose and triage production issues and escalate them to tier 2 or the relevant dev on call.
You’ll be in charge of meeting the company SLA and be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.
Work on a complex cloud environment that serves real customers.
Conduct troubleshooting analysis for production issues and perform immediate actions for solutions.
Work closely with customer support to define procedures, communicate with the customers, solve issues, and plan future tasks.
Use analysis and technical investigation tools to help triage and prioritize incoming issues, such as Rapid7, Heap, DB queries, etc.
Previous experience in a similar Technical Support role.
Proven experience with SQL and data analysis - advantage
Experience with system log analysis - advantage
Multi-tasker, self-learner, highly motivated, and a team player.
English - excellent written and verbal communication skills.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.