Tier 3 Support Engineer - Remote

Overview

As a Tier 3 Support Engineer at Algolia, you will be part of a passionate team dedicated to helping developers and product teams connect their users with what matters most in milliseconds. You will provide the highest level of technical support to our customers and internal teams, working closely with R&D Engineering teams to tackle 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 dashboards in Datadog.
• Conduct professional and empathetic conversations with customers.
• Submit bug reports to the Engineering team.
• Partner with Product Teams and Engineering to develop expertise.
• Contribute to internal and external knowledge bases.
• Participate in internal projects to improve processes and tools.

Requirements

• Strong desire to help people solve problems.
• Experience with web development, REST APIs, and database management.
• At least 5 years in technical customer support or engineering.
• Working knowledge of development languages.
• Experience with SQL.
• Ability to prioritize a portfolio of tickets.
• Excellent spoken and written English skills.
• Ability to work in an on-call rotation.

Benefits

• Flexible workplace strategy allowing remote work.
• High-trust environment emphasizing individual impact.
• Opportunity to work with a global team.
• Engagement in innovative projects.
• Inclusive and diverse workplace.