Support Engineer

Role Overview

We are seeking an experienced Technical Support Engineer with strong backend and database expertise to join our team. This role requires a combination of deep technical troubleshooting, customer-facing communication skills, and analytical problem-solving capabilities. The ideal candidate will work closely with customers and internal engineering teams to diagnose complex issues, improve system performance, and contribute to operational excellence.

Key Responsibilities Investigate, diagnose, and resolve complex technical issues reported by customers and internal stakeholders. Communicate directly with customers in a clear, professional, and empathetic manner to accurately understand technical challenges and manage expectations. Analyze, troubleshoot, and optimize SQL queries, stored procedures, and overall database performance. Develop and maintain Python scripts and automation tools for diagnostics, data analysis, and internal workflow improvements. Collaborate with product and engineering teams to escalate and resolve defects, performance bottlenecks, and system issues while advocating for customer needs. Create and maintain clear technical documentation and knowledge base articles for internal and external audiences. Build strong customer relationships by leading technical discussions, troubleshooting sessions, and post-incident reviews. Mentor junior engineers and contribute to standardizing troubleshooting and data analysis practices. Participate in on-call rotations and support critical incident response when required.

Required Minimum 5+ years of experience in Technical Support Engineering, DevOps, Site Reliability, or backend engineering roles. Expert-level proficiency in SQL, including PostgreSQL, MySQL, or similar relational databases. Strong experience in diagnosing production issues involving databases, APIs, and backend systems. Hands-on experience with Python scripting for automation, diagnostics, or data processing. Solid understanding of system performance analysis, logging, and troubleshooting methodologies. Excellent written and verbal communication skills with demonstrated customer-facing experience. Ability to manage multiple priorities and work effectively in high-pressure production environments.