Technical Customer Support Engineer - Remote

Overview

Harper is seeking a Technical Customer Support Engineer to serve as the first point of contact for our customers, providing world-class technical support and troubleshooting complex issues.

In Short

• Provide timely and empathetic technical support to customers.
• Troubleshoot complex technical issues related to databases and applications.
• Analyze logs and system metrics for critical incidents.
• Collaborate with engineering teams to resolve bugs and improve performance.
• Contribute to customer-facing documentation and internal knowledge bases.
• Participate in on-call rotations for 24/7 support coverage.
• Write technical documentation and assist with testing.
• Provide off-hours support as needed.

Requirements

• 3+ years as a software developer.
• 2+ years in customer support engineering.
• Strong background in SQL and NoSQL databases.
• Proficiency in troubleshooting performance issues.
• Hands-on coding experience (Node.js, Python, or Go).
• Knowledge of APIs and web services protocols.
• Understanding of web applications security.
• Experience with cloud platforms and containerization.
• Ability to resolve Level 1 and Level 2 technical issues independently.
• Exceptional communication skills.

Benefits

• Opportunity to be part of a high-growth startup.
• Flexible work environment with remote work options.
• Competitive compensation package.
• Room for career advancement and professional development.