[Hiring] Technical Support Engineer @AlertMedia

Role Description

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.

Our Technical Support Engineer serves as a key technical resource to the Customer Support, Customer Success, and Implementation teams to ensure a seamless customer experience during onboarding and the entirety of the customer lifecycle. In addition, you will assist customers with any technical issues they encounter by troubleshooting and working with the Engineering team to remediate.

What you get to do every day:

• Act as level three technical support for Customer Success, troubleshooting and reproducing complex customer issues to identify root cause.
• Troubleshoot and debug web-based applications using browser developer tools, AI-assisted debugging tools, and internal logs.
• Build deep technical expertise across AlertMedia products and integrations; document and share knowledge through internal resources and training.
• Partner with Customer Success Managers and Engineering to support smooth onboarding and issue resolution.
• Manage customer expectations and build trusted relationships through clear, proactive communication.
• Collaborate with Engineering and Product as a voice of the customer, identifying bugs, trends, and product improvement opportunities.
• Continuously improve troubleshooting workflows by leveraging new tools and technologies, including AI-driven solutions.
• Contribute to AlertMedia’s culture, values, and mission.

Qualifications

• Experience with Amazon Web Services (AWS).
• Experience with REST APIs.
• Intermediate or higher SQL knowledge.
• 3 years + advanced experience troubleshooting technical problems, interfacing with engineering on potential issues, and communicating with the customer through problem resolution.
• Experience with Python, Javascript, Bash or similar language a plus.
• Technical experience in an Enterprise SaaS company a plus.
• Proficiency in leveraging AI tools (such as Claude Code, Codex or similar) to debug issues, analyze code, interpret error logs, and support efficient troubleshooting workflows.
• Working with Windows IT-related concepts, such as file system, registry and Active Directory a plus.
• Exceptional written and verbal communication skills.
• Motivated by customer success and willingness to roll up sleeves to exceed customer expectations.
• Strong listening skills with the ability to work with a variety of customer profiles.
• The desire and ability to learn and be coached.
• This position is not eligible for visa sponsorship.

Benefits

• Competitive base salary + Company-wide bonus program.
• Generous and flexible time off and parental leave policies.
• Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
• 401K with generous company match.
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back.
• A Best Places to Work company 10 years in a row and numerous other awards.
• Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails.
• Ongoing career development opportunities through our Learning & Development team.
• You'll do meaningful work—while growing your career in a fast-moving, global company with an award-winning culture.