We are an innovative SaaS company with a product focused on the remodeling business. We are a service to help service businesses. We provide comprehensive solutions to the industry.
Job Summary
The Technical Support Engineer takes escalated issues from the Support Technician and drives them to a reproduced, dev-ready conclusion — finding the root cause, reproducing bugs in a test site, and triaging what gets routed to Engineering.
Responsibilities
Primary responsibilities include but are not limited to the following:
Triage escalated bugs and feature requests, and route them to Engineering.
Investigate the root cause of issues using the database, logs, Sentry, and AI tooling.
Configure & reproduce confirmed bugs in a clean test site.
Document escalations to the Development Write-Up Standard.
Help customers resolve data and configuration issues.
Partner with Engineering and Product, and support the team in Slack.
Help improve support workflows, tooling, ...