Customer Support Engineer (US Shift) || Remote

Job Description

Customer Support Engineer (US Shift) Remote Location: Remote Shift: US (EST) 9 AM 6 PM Role Overview We’re looking for a Customer Support Engineer to be the technical backbone of our support team during US hours. You’ll handle deep troubleshooting, debugging, RCA investigations, and urgent issue resolution —from database inconsistencies to AWS infrastructure issues. Your work will reduce escalations, improve resolution speed, and keep our systems running smoothly. Key Responsibilities Technical Troubleshooting & RCA: Investigate complex customer issues, analyze AWS logs, and debug SQL databases (PostgreSQL, ClickHouse). Support Team Enablement: Act as the go-to technical expert for escalations and guide support agents. Bug Fixing & Deployments: Identify and patch minor bugs, deploy hotfixes, and document recurring issues. Database Management & Migrations: Execute safe data migrations, optimize SQL queries, and ensure data integrity. Incident Handling & Emergency Response: Own high-priority (P0/P1) incidents, deploy fixes, and write post-mortems. Proactive Monitoring: Set up alerts, monitor logs, and implement preventative solutions. Who You Are A Problem Solver: You thrive on debugging and finding root causes. An Analytical Thinker: You connect symptoms to real issues using data analysis. Experienced in SQL, AWS & Debugging: Strong skills in Node.js, PostgreSQL, AWS (CloudWatch, Lambda, EC2, S3, RDS). Reliable Under Pressure: Quick thinking and decision-making in high-priority situations. A Strong Communicator: Able to explain technical findings to non-technical stakeholders. Independent & Self-Sufficient: Comfortable making decisions and taking ownership. Ideal Qualifications 3+ years in software engineering, DevOps, or technical support. Strong SQL and backend debugging experience. Hands-on experience with AWS services & database migrations. Prior experience in SaaS or customer support engineering is a plus.