Senior Technical Support Engineer - Remote

Overview

As a Senior Technical Support Engineer at Aiwyn, you'll be responsible for resolving complex technical issues and acting as a senior escalation point between our Support and Engineering teams, ensuring smooth product and service delivery.

In Short

• 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.
• Act as the technical liaison between Support, Customer Success, and Engineering.
• Triage and document incoming bug reports.
• Investigate technical problems using tools like LogRocket.
• Monitor and maintain ETL pipelines and data connections.
• Develop scalable support processes based on customer feedback.
• Provide exceptional support via emails, chats, or calls.
• Work in GitHub to investigate code-related issues.

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.
• Experience with ETL tools and data pipeline monitoring.
• Familiarity with web development and APIs.
• Comfort working in GitHub.
• Excellent communication skills.
• Ability to thrive in a fast-paced environment.

Benefits

• Competitive salary with freedom in problem-solving.
• $1,000 adventure travel stipend on work anniversary.
• Remote work-from-anywhere culture.
• Flexible PTO.
• World Class health benefits including mental health support.
• Stock options for full-time employees.
• 401(k) matching.