[Hiring] Technical Support Specialist @Lirio

Role Description

The Technical Support role within Customer Operations is responsible for supporting, managing, and troubleshooting client environments and services. This position requires hands-on experience with REST services, API tools, and various communication and monitoring platforms. The role collaborates with cross-functional teams to implement technical solutions, ensure quality service delivery, maintain documentation, and drive process improvements. Strong communication skills, adaptability in an agile environment, and a commitment to high-quality work are essential for success in this position.

Essential Duties

• Use REST services and tools such as Postman API to set up and manage critical client environments for our services.
• Monitor/assess production applications and message distributions using tools and services such as DataDog, Email Data Source, SendGrid, Mailgun, Twilio, Salesforce, Microsoft Dynamics, Snowflake, etc.
• Support analysis and process improvements associated with findings.
• Participate in a cross-functional and limited polyglot manner; possibilities include learning and helping with the UI or backend services, helping the data science team, assisting Application Support Engineers, processing change requests for Client Success.
• Support technology and processes; this may include data ETL, software configuration, manipulating message templates/HTML, etc.
• Manage Client Service desk, maintain change request backlog, troubleshoot reported issues, escalate to appropriate teams where needed with clear and concise escalation details.
• Monitor, manage, and maintain multiple communications channel configurations using Mailgun, Twilio, Salesforce, MS Dynamics, etc.
• Assist Application Support Engineers in User Acceptance Testing (UAT) for new clients and platform capabilities.
• Work in a highly collaborative, multi-tasking, continually learning and agile DevOps environment.
• Produce high-quality work and demonstrate a high work ethic.
• Act in a self-directed and attentive manner related to client operations.
• Be able to work in an Agile environment (e.g., Scrum, SAFe).
• Write and verify documentation related to infrastructure, products, and tools. Documentation includes API docs, wiki pages, troubleshooting guides, use of technology, roles and responsibilities, etc.
• Communicate effectively and clearly with both internal and clients; fail fast and learn from mistakes.

Qualifications

• Trade School or Technical School Diploma
• Bachelors Degree
• 2-5 years in an agile DevOps Environment
• Intermediate use of the following: Python, HTML, CSS
• Hands-on experience with databases such as PostgreSQL or Snowflake with SQL skills.
• Hands-on experience troubleshooting complex issues with monitoring and logging tools: Datadog
• Understanding of Amazon Web Services, Microsoft Azure, and other cloud services.
• Familiarity with Jira Service Desk or other incident management systems.

Benefits

• Medical (HSA available)
• Dental
• Vision
• Short-term & long-term disability (company-paid)
• Life & AD&D (company-paid)
• 401K with company match
• 10 paid holidays, quarterly company closure dates, + holiday week company closure
• Flexible time off policy
• Work from home
• 6 weeks paid parental leave
• Salary range: $30-35/hour
• Schedule 9am-6pm est to begin then will transition to include evening hours