Support Engineer

About the team/role:

As a Support Engineer II, you will assist Checkr customers with technical issues in production, and serve as a bridge between support and engineering at Checkr. This role is ideal for someone with strong customer service skills who shows a promising trajectory towards a career path in software development or engineering. In this role, you will: 

• Handle complex debugging and troubleshooting necessitating a high level of technical expertise, and create world-class customer experiences with rapid resolutions and stellar communications.
• Act as the primary point of contact between engineering, customers and customer-facing teams, creating and managing escalations in Jira, minimizing resolution times and increasing the efficiency of engineering engagements.
• Participate in a 24/7 on-call rotation as customer communication liaison, drafting customer communications, updating the company status page, and ensuring customer-facing teams have the information they need to maintain a superb customer experience during incidents.

What you’ll do:

• Provide quality technical support to our customers and partners, leveraging our Salesforce ticketing system and customer screen sharing calls.
• Troubleshoot code and conduct deep-dive investigations up to the application level, utilizing tools such as DataDog, Snowflake, and API logs analysis, escalating to engineering when necessary.
• Utilize pre-written scripts and runbooks to efficiently handle complex manual support tasks.
• Execute high visibility critical incident communications, translating impact information from engineering to customers and customer-facing teams during 24/7 on-call shifts. 
• Manage escalations, incident-related remediation tasks and process improvements in Jira using our team’s kanban boards. 
• Contribute to internal team documentation in Confluence, fostering a continuous learning environment.

What you bring

• 2+ years of experience in a customer-facing technical role in a SaaS company, including hands-on experience with APIs and technical support for API products, 
• Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams. Tools expertise including cURL and Postman. Familiarity with Python and Ruby on Rails would be helpful.
• Exceptional communication skills, capable of explaining complex information to non-technical audiences in a clear, empathetic manner.
• Strong attention to detail and effective time management skills.
• High level of English proficiency.
• Strong proficiency in SQL, basic understanding of engineering principles, and experience with observability tools like Datadog, Prometheus, etc.

What you’ll get

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity compensation, and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to $25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend