What are the responsibilities and job description for the Platform Support Engineer position at Ranger Technical Resources?
Position Summary:
Our partner is a cloud software company whose platform helps IT teams manage and secure their technology environments at scale. The company is adding a Senior Platform Support Engineer to own day-to-day operational support within its FedRAMP environment, allowing the SRE team to focus on automation and broader platform improvements.
You’ll take ownership of technical issues involving customer accounts, application behavior, AWS resources, and PostgreSQL data, investigating each request through resolution or thoughtful escalation. This is well suited to someone who enjoys understanding why something happened, not simply routing tickets elsewhere. You’ll have established procedures and runbooks to guide you, along with enough autonomy to investigate unfamiliar situations and determine when engineering support is genuinely needed.
Over time, strong performance could open opportunities within the company’s growing support organization or other technical teams.
Experience and Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or equivalent professional experience.
- 3 years supporting SaaS applications, cloud platforms, hosting environments, or other production systems.
- Proven background owning technical support issues from initial investigation through resolution or engineering escalation.
- Hands-on experience using SQL to investigate application, customer, or operational data, preferably in PostgreSQL.
- Practical exposure to AWS environments, including navigating cloud resources for troubleshooting purposes.
- Familiarity with Linux command-line tools, structured support processes, technical runbooks, and ticket-management systems.
Skills and Strengths:
- Application Support
- Production Support
- Platform Support
- Technical Troubleshooting
- AWS
- AWS Console
- SQL
- PostgreSQL
- Linux
- Command Line
- SaaS
- Incident Management
- Ticket Management
- Root Cause Analysis
- Account Provisioning
- User Management
- Technical Escalation
- Runbooks
- Stakeholder Communication
- Customer Support
Primary Job Responsibilities:
- Own day-to-day operational support requests for a specialized cloud platform.
- Manage technical support tickets from initial review through resolution or escalation.
- Investigate customer account, login, provisioning, and user-management issues.
- Run PostgreSQL queries to verify information and support technical investigations.
- Navigate AWS resources to locate relevant system information and troubleshoot problems.
- Use Linux command-line tools to investigate application and system behavior.
- Follow documented procedures, runbooks, and standard troubleshooting practices.
- Research unfamiliar issues independently before involving the SRE team.
- Determine whether requests fall within established support processes or require engineering assistance.
- Escalate unresolved issues with clear findings, context, and troubleshooting history.
- Support internal teams with time-sensitive customer and account-related requests.
- Provide clear progress updates while technical issues are being investigated.
- Communicate findings effectively to both technical and nontechnical stakeholders.
- Maintain consistent, accurate execution across recurring operational requests.
- Help the SRE team stay focused on automation, platform reliability, and higher-value engineering initiatives.