Logging Engineer Jobs

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Today

Technical Support Engineer

GRAX Inc. Boston, MA 🇺🇸 Remote

Boston, MA

Today

$125k - $145k/yr Full time Application Support AWS Aws Ec2

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Job Description

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

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