Support Engineer

Role Overview

We are seeking an experienced Technical Support Engineer with strong backend and database expertise to join our team. This role requires a combination of deep technical troubleshooting, customer-facing communication skills, and analytical problem-solving capabilities. The ideal candidate will work closely with customers and internal engineering teams to diagnose complex issues, improve system performance, and contribute to operational excellence.

Key Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers and internal stakeholders.
• Communicate directly with customers in a clear, professional, and empathetic manner to accurately understand technical challenges and manage expectations.
• Analyze, troubleshoot, and optimize SQL queries, stored procedures, and overall database performance.
• Develop and maintain Python scripts and automation tools for diagnostics, data analysis, and internal workflow improvements.
• Collaborate with product and engineering teams to escalate and resolve defects, performance bottlenecks, and system issues while advocating for customer needs.
• Create and maintain clear technical documentation and knowledge base articles for internal and external audiences.
• Build strong customer relationships by leading technical discussions, troubleshooting sessions, and post-incident reviews.
• Mentor junior engineers and contribute to standardizing troubleshooting and data analysis practices.
• Participate in on-call rotations and support critical incident response when required.

Required

• Minimum 5+ years of experience in Technical Support Engineering, DevOps, Site Reliability, or backend engineering roles.
• Expert-level proficiency in SQL, including PostgreSQL, MySQL, or similar relational databases.
• Strong experience in diagnosing production issues involving databases, APIs, and backend systems.
• Hands-on experience with Python scripting for automation, diagnostics, or data processing.
• Solid understanding of system performance analysis, logging, and troubleshooting methodologies.
• Excellent written and verbal communication skills with demonstrated customer-facing experience.
• Ability to manage multiple priorities and work effectively in high-pressure production environments.

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