About the Role
We’re looking for a high-energy, technically skilled Support Engineer to be the first line of response for our customers. You’ll handle incoming tickets, troubleshoot technical issues, and work closely with our engineering team to ensure customers get fast, accurate, and empathetic help.
This role is perfect for someone who thrives in a customer-facing environment but also enjoys getting into the code and cloud infrastructure when needed.
Responsibilities
- Act as the first responder to incoming support tickets, triaging and resolving issues efficiently.
- Diagnose and troubleshoot technical problems across AWS, other major cloud providers, and our own systems.
- Reproduce issues and create clear, actionable bug reports for engineering.
- Submit small pull requests for simple fixes, documentation updates, or configuration changes.
- Collaborate with product and engineering teams to resolve escalations quickly.
- Maintain a high standard of customer empathy—clear communication, active listening, and ownership of problems until resolution.
- Keep support documentation up to date.
Requirements
- Engineering background (software, DevOps, or similar) with strong technical problem-solving skills.
- Comfortable with AWS and at least one other major cloud provider (GCP, Azure, etc.).
- Ability to read and write code; confident making simple PRs in GitHub or similar.
- Excellent written and verbal communication skills.
- Strong customer empathy and ability to handle high-pressure situations with positivity.
- Self-starter who thrives in a fast-paced, fully remote environment.
Nice to Have
- Experience with developer tools or SaaS products.
- Familiarity with CI/CD pipelines and basic scripting.
- Previous experience in a technical support or solutions engineering role.
Location
- Fully remote — candidates can be based anywhere, but must have reliable internet and be able to work some overlap with US business hours.
Greptile
