What are the responsibilities and job description for the Support Engineer position at Checkr?
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