Technical Support Engineer

GRAX Inc. is hiring a Technical Support Engineer for a fully remote role from Boston, MA. In this position, you’ll own customer support cases end-to-end for Salesforce backup, archive, and restore products, helping customers resolve technical issues while also informing Engineering and Product with recurring insights.

Responsibilities

• Deliver technical assistance to customers via email and screenshare, ensuring timely, accurate support.
• Manage cases through the full lifecycle: triage, reproduction, debugging, and escalation to Engineering, followed by resolution.
• Provide customers with both workarounds and long-term fixes, and keep them informed as investigations progress.
• Maintain a balanced, prioritized queue of cases, including long-running issues.
• Recommend preventive maintenance and configuration improvements to boost usability, performance, and satisfaction.
• Participate in a 24/7/365 on-call rotation, providing emergency support and coordinating incident communications when needed.
• Create and update documentation and knowledge base content based on real support interactions.
• Share best practices with teammates and support ramp-up for newer team members on technical topics.
• Suggest Support workflow and process improvements.
• Route customer feedback and recurring pain points to Product and Engineering to influence features and fixes.

Requirements

• 3+ years of experience in a customer-facing technical support role.
• Salesforce.com experience as a user, admin, or developer.
• Working knowledge of AWS services (EC2, S3, RDS, IAM, VPC/networking) beyond basics, including debugging configuration and connectivity issues in customer environments.
• Proficiency using logging and metrics services (example: DataDog) to triage problems and confirm resolutions.
• Experience managing cases end-to-end, including writing bug reports for engineering handoff.
• Experience writing support content or product documentation.
• Strong ability to communicate complex technical topics clearly to customers and coworkers with different technical backgrounds, both in writing and verbally.
• Organized, customer-oriented prioritization for a changing case queue, with a calm, methodical approach to urgent issues.
• Comfort working independently in a fully remote environment.

Benefits

• Fully remote
• Flexible PTO
• Healthcare, dental, vision, and life insurance coverage
• 401k

Compensation: USD 125,000 - 145,000 per year.

Technologies

• Salesforce.com
• AWS services (EC2, S3, RDS, IAM, VPC/networking)
• DataDog and other logging and metrics services

Preferred Qualifications

• Scripting or programming proficiency (JavaScript, Apex, SQL, bash, or similar)
• Experience with REST/SOAP APIs and CLI tooling
• Experience deploying and debugging cloud-based applications, particularly on AWS
• Understanding of public cloud architecture and network design
• Experience with Azure or other public cloud platforms
• Cloud certifications (e.g., AWS Cloud Practitioner)
• Familiarity with the Linux operating system