Job Description:

As a technical support engineer (tier 1), you will be in charge of investigating technical issues in the production environment of a global product. Acting as the front line of the R&D team and working closely with the customer support department. You’ll be required to diagnose and triage production issues and escalate them to tier 2 or the relevant dev on call.

You’ll be in charge of meeting the company SLA and be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

Responsibilities:

• Work on a complex cloud environment that serves real customers.

• Conduct troubleshooting analysis for production issues and perform immediate actions for solutions.

• Work closely with customer support to define procedures, communicate with the customers, solve issues, and plan future tasks.

• Use analysis and technical investigation tools to help triage and prioritize incoming issues, such as Rapid7, Heap, DB queries, etc.

Requirements:

• Previous experience in a similar Technical Support role.

• Proven experience with SQL and data analysis - advantage

• Experience with system log analysis - advantage

• Multi-tasker, self-learner, highly motivated, and a team player.

• English - excellent written and verbal communication skills.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.