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Technical Support Engineer II

1 hour, 49 minutes ago
Mexico, Costa Rica, Dominican Republic
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
AWS Datadog Generative AI JSON Machine Learning Postman SQL
Apply Now
TrueML

TrueML

TrueML develops innovative financial technology solutions that enhance customer experience and aim to improve the financial health of consumers by addressing their unique needs and preferences.

Internet Software & Services
51-250
Founded 2013
View All Jobs 10

Description

  • Diagnose complex workflow failures and platform anomalies using logs, databases, APIs, source code, and observability tools.
  • Provide Engineering with data-backed escalations, reproduction steps, logs, technical context, and clearly defined support requests.
  • Own issues from investigation through resolution, escalation, or handoff while maintaining stakeholder communication.
  • Manage the operational queue by maintaining clear ownership, documentation, and resolution paths.
  • Identify recurring problems and implement process, tooling, AI, or automation improvements.
  • Serve as a technical liaison among client-facing teams, Product, Engineering, and other stakeholders.
  • Communicate findings, blockers, business impact, and next steps proactively.
  • Create post-incident summaries, troubleshooting workflows, runbooks, and technical documentation.
  • Facilitate cross-functional technical discussions and help teammates improve investigative and troubleshooting skills.
  • Share technical discoveries, SQL queries, troubleshooting methods, and investigation patterns with the broader team.

Requirements

  • 2–5 years of experience in technical support engineering, platform enablement, software engineering, DevOps, production support, or a similar technical troubleshooting role.
  • Strong troubleshooting and log-analysis skills using platforms such as Datadog or Observe.
  • Experience troubleshooting applications and services in AWS environments.
  • Experience investigating data with complex SQL queries.
  • Ability to test APIs with Postman or cURL, validate JSON payloads, and use browser developer tools.
  • Ability to navigate source code and application logic to correlate user-facing behavior with backend system behavior.
  • Ability to independently investigate complex issues and manage competing priorities.
  • Strong written and verbal communication skills, including translating technical issues into business impact.
  • Experience using GenAI tools such as GitHub Copilot, Gemini, Claude, or similar tools.
  • Preferred: scripting or advanced query development, RBAC or authentication troubleshooting, production incident support, programming knowledge, and technical documentation experience.

Benefits

  • Unlimited PTO.
  • Medical benefit contributions based on local laws and employment agreement.
  • Equal-opportunity workplace committed to diversity and inclusion.

Interested in this position?

Apply directly on the company website

Apply Now

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