Tier 3 Support Engineer - Remote

Overview

As a Tier 3 Support Engineer at Algolia, you will be part of a dedicated team that provides the highest level of technical support to customers and internal teams, focusing on solving complex technical challenges.

In Short

• Handle technical requests via web and on-call support channels.
• Investigate network/connectivity issues for customers.
• Investigate infrastructure issues using technical knowledge and Datadog.
• Conduct professional conversations with customers to troubleshoot and resolve issues.
• Submit bug reports to the Engineering team.
• Partner with Product Teams and Engineering as a Subject Matter Expert.
• Contribute to internal and external knowledge bases.
• Participate in projects to improve processes and tools.

Requirements

• Strong desire to help people solve problems with the ability to explain complex concepts.
• Experience with web development, REST APIs, and database management.
• At least 5 years of experience in technical customer support or engineering.
• Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
• Experience with SQL.
• Ability to handle and prioritize tickets.
• Excellent spoken and written English skills.
• Ability to work in an on-call rotation.

Benefits

• Flexible workplace strategy with the option for remote work.
• High-trust environment that emphasizes individual impact.
• Opportunity to work with a global team on innovative technology.
• Commitment to building an inclusive and diverse workplace.