[Hiring] Platform Support Engineer @Intradiem

Role Description

Your Role:

• Serve as an escalation resource for complex platform-level cases referred by the case-owning Technical Support Engineer or Senior Technical Support Engineer.
• Conduct deep-dive root cause analysis on critical and recurring issues, including database-level investigation, log analysis, and platform-level diagnostics.
• Write, review, and execute approved database scripts to perform functions that require elevated access, in accordance with Intradiem's change control and governance standards.
• Own the triage, prioritization, and maintenance of the technical bug backlog in Salesforce, providing regular reporting to Engineering and CX leadership.
• Serve as the primary liaison between the Technical Experience team and Sustaining Engineering, attending engineering syncs and sprint reviews.
• Collaborate with Technical Experience and Engineering leadership to define and enforce escalation criteria.
• Partner with internal teams to resolve cases with significant business impact to the customer and/or Intradiem.
• Lead the development and maintenance of advanced knowledge content, runbooks, and diagnostic tooling.
• Participate in and drive improvement projects including monitoring enhancements, alerting solutions, automation tooling, and support process optimization.
• Provide technical mentorship to Technical Support Engineers.
• Own day-to-day administration of monitoring and alerting platforms (Grafana, Site24x7, ELK, and internal alerting tools).
• Maintain platform access and licensing tasks, including Keycloak user administration and client license updates.
• Maintain monitoring and alerting documentation in Confluence, including the Alert Runbook.
• Hours of operation are M–F, 8 AM EST to 8 PM EST with on-call availability for Priority 1 escalations outside of standard hours.
• Conduct all business in accordance with Intradiem's policies and procedures.
• Perform all other duties as assigned.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 7+ years of experience in technical product support, software development, or a senior technical troubleshooting capacity.
• 3+ years of experience in the following areas:
• SaaS support at a senior or platform level
• Microsoft SQL Server
• Writing and executing SQL scripts in production or near-production environments
• Deep understanding of service-oriented architecture (required).
• Demonstrated experience with monitoring, alerting, and log aggregation solutions (required).
• Experience with troubleshooting tools such as Fiddler, Wireshark, Debugview, or Process Monitor.
• Experience with Call Center Technology, Software, or Workforce Management Platforms strongly preferred.
• Salesforce or comparable CRM experience, including case management and reporting.
• Advanced to Expert knowledge of Windows systems administration.
• Familiarity with change control processes and governance standards for production database access.
• ITIL Foundation certification preferred.
• Exceptional analytical and problem-solving skills within complex, multi-system technical environments.
• Ability to operate independently with minimal direction, manage competing priorities, and make sound technical judgments under pressure.
• Strong communicator capable of conveying technical detail clearly to both engineering peers and non-technical business stakeholders.

Work Authorization

• Candidates must have the legal right to work in the country where the role is based at the time of application.
• Verification of identity and employment eligibility will be required during onboarding.

Company Description

Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.

• Intradiem is the leader in Dynamic Workforce Orchestration.
• We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees.
• We believe automation should empower humans, not replace them.