Level 2 Support Engineer

Wealth.com is the industry’s leading estate planning platform, empowering financial advisors to offer modern, comprehensive estate planning solutions to their clients. By combining cutting-edge technology, AI, and unmatched human expertise, we deliver a seamless experience that sets us apart. Beyond having one of the most coveted domain names in FinTech, wealth.com is a dynamic, revenue-generating startup experiencing rapid yet sustainable growth.

A key reason behind our position as the #1 estate planning platform is our team. Our people thrive in a collaborative, supportive culture that fosters innovation and makes wealth.com a place where everyone truly enjoys working. Wealth.com is certified as a Great Place to Work for 2024 and named a 2024 finalist for Fast Company’s Best Workplaces for Innovators!

As a Level 2 Support Engineer, you’ll play a key role in delivering advanced technical support to our Support Team and Customer Success Managers (CSMs) to resolve complex product issues. You’ll work closely with our engineering team to escalate product issues such as bugs, leveraging your expertise in log management, database querying, cloud infrastructure, and issue triaging to ensure customer satisfaction and operational excellence within our Wealth ecosystem.

Overall Responsibilities:

-Collaborate with Support Team and CSMs to investigate and resolve escalated technical issues impacting customer experience.

-Utilize log management tools (e.g., Splunk, ELK, Logz.io) to perform in-depth root cause analysis.Proficiency in scripting languages (e.g., Python, Bash) for automation or troubleshooting.

-Monitor and troubleshoot cloud-based systems (e.g., AWS, Azure, GCP) using industry-standard tools such as Datadog, New Relic.Triage and manage issues in platforms like GitHub and Jira, ensuring accurate prioritization and timely escalation.

-Document technical findings, resolutions, and processes to enhance internal knowledge bases.

-Serve as a technical liaison between Support/CSMs and engineering teams, facilitating seamless communication and resolution workflows.

Qualifications:

-Minimum of 2 years of experience in a technical support or engineering role, preferably within a SaaS environment.

-Demonstrated proficiency in log analysis, database management, cloud technologies, and monitoring tools (e.g., Datadog, New Relic).

-Experience with issue tracking and triaging in GitHub, Jira, or equivalent systems.

-Exceptional problem-solving abilities paired with strong written and verbal communication skills.

-Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent professional experience).

Bonus Points:

-Familiarity with DevOps practices, CI/CD pipelines, and infrastructure as code.

-Execute complex database queries (e.g., SQL, NoSQL) to diagnose and rectify backend discrepancies.

-Relevant certifications (e.g., AWS Certification, Google Cloud Certification).

Why You'll Love Working Here:

-Competitive Salary.

-Fully remote, flexible work environment. We do however meet together in person several times a year.

-Full medical and dental benefits. 

-Unlimited PTO in an environment where taking time off to relax or recharge is supported and encouraged.

-Paid Parental Leave.

-Company equity managed through Carta.

-401k with Match and 100% vesting upon hire.

-Free estate planning!