Senior Technical Support Engineer - Remote

About the Role

We are seeking a Senior Technical Support Engineer to join our dynamic team at Aiwyn. In this remote position, you will play a crucial role in resolving complex technical issues while acting as a senior escalation point between our Support and Engineering teams. You will work closely with internal teams and customers, particularly from CPA firms, to ensure smooth product and service delivery.

What You'll Do

• Identify and troubleshoot complex customer issues in unique configurations, ensuring a high level of customer satisfaction.
• Analyze patterns in customer interactions to drive product and service improvements.
• Educate customers and internal teams on Aiwyn products, becoming a Subject Matter Expert (SME) on key features.
• Act as the technical liaison between Support, Customer Success, and Engineering, serving as the escalation point for complex technical issues.
• Triage and document incoming bug reports, reproducing issues and providing detailed findings to the engineering team to support efficient escalation.
• Investigate technical problems using tools like LogRocket and Logs Explorer, leveraging logs and data for insights.
• Monitor, troubleshoot, and maintain ETL pipelines and data connections, identifying and resolving failures or data integrity issues.
• Provide exceptional support via emails, chats, or calls for both routine and advanced technical issues.

Requirements

• BA in Computer Science or a related field.
• 3-5 years of experience in product development or technical support within a SaaS environment.
• Strong knowledge of databases and SQL for troubleshooting technical issues.
• Experience with ETL tools and data pipeline monitoring.
• Familiarity with web development, APIs, and tools like LogRocket for problem resolution.
• Excellent communication skills, with the ability to simplify complex technical topics for customers and internal teams.
• Ability to thrive in a fast-paced environment while managing multiple issues.

Nice to Have

• Experience working in GitHub for code investigation and minor fixes.
• Previous experience in a customer-facing technical support role.

What We Offer

• Competitive salary and freedom in solving worthwhile, challenging problems.
• Adventure travel stipend - receive a $1,000 travel reimbursement on your work anniversary each year.
• Remote work-from-anywhere culture with flexible PTO.
• World-class health benefits including health, vision, dental, HSA/FSA, and mental health support.
• Stock options - every full-time employee has ownership in Aiwyn's future and success.
• 401(k) matching to help you save for retirement.

Join us as a Senior Technical Support Engineer and be part of a team that values your expertise and encourages your growth. Apply now to take the next step in your career!