Technical Support Engineer

We are looking for a detail oriented Technical Support Engineer to join our product engineering support team. The support engineer’s responsibilities will include troubleshooting, diagnosing, and resolving escalated support issues. They will also make recommendations and implement solutions to help mitigate support workloads via tooling and automation. At Worth AI, we are on a mission to revolutionize decision-making with the power of artificial intelligence while fostering an environment of collaboration, and adaptability, aiming to make a meaningful impact in the tech landscape.. Our team values include extreme ownership, one team and creating reaving fans both for our employees and customers.

A successful support engineer thrives in a team environment. They collaborate with software engineers, product managers, and operations leaders to provide the highest level of support for their customers. They are familiar with our products (and their roadmaps), comfortable digging into code, and proficient working with data product databases in an ad hoc manner. They also have an eye for detail when investigating issues, are meticulous during investigation, and are able to clearly and concisely articulate their findings.

Responsibilities

• Research, identify, and implement solutions to customer issues in our applications.
• Analyze support trends and propose process or product improvements to reduce future incidents.
• Timely escalation of unresolved issues to appropriate stakeholders and teams.
• Provide prompt, accurate, and level-headed feedback to internal and external stakeholders.
• Provide alternative procedures when standard procedures are insufficient in order to ensure issues are being resolved in a timely fashion.
• Prioritize and manage several open issues at one time.
• Build and maintain tooling to support timely issue resolution and issue prevention.

Requirements

• 2+ years of related experience and/or training in enterprise support, IT support, or as a software engineer.
• Proficiency working with relational databases (Postgres, MySQL, etc). Experience with other data stores (Memcache, Redis, DynamoDB) would be valued.
• Hands-on experience with monitoring and observability tools such as Datadog, AWS CloudWatch, or equivalent.
• Familiarity with supporting and troubleshooting RESTful APIs.
• Proficiency with Typescript, Node, Python or other programming/scripting languages.
• Excellent verbal and written communication skills.
• Exposure to AWS and cloud operations.
• Familiarity with Kafka or other message streaming systems
• A self-starting with strong problem solving skills.
• Excellent verbal and written communication skills.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance
• Unlimited Vacation
• Work From Home
• Free Food & Snacks (in office)
• Wellness Resources