The Technical Support Engineer will translate technical issues for customers, troubleshoot and resolve complex problems, and collaborate with engineering teams in fast-paced environments.
Aidoc is recruiting a Support Specialist in the US. Join our team!
Requirements
- Exceptional communication skills with a customer-first mindset, capable of translating complex technical issues into clear and actionable insights.
- A demonstrated ability to get on a call or have a remote session with a customer during less-than-optimal times, to troubleshoot and put them at ease.
- 2+ years of experience in Technical Support, Production Support, Technical Operations, or a similar customer-facing technical role.
- Strong troubleshooting and analytical skills, with the ability to quickly diagnose and resolve complex technical issues.
- Proficiency in SQL for data investigation, troubleshooting, and root cause analysis within production environments.
- Ability to analyze system behavior, investigate anomalies, and debug issues across distributed systems and application layers.
- Experience partnering closely with Engineering teams to escalate issues, provide technical context, and drive timely resolution.
- Comfortable operating in fast-paced production environments, including handling incidents, alerts, and time-sensitive customer-impacting issues.
Nice to Have
- Experience participating in incident response, production alerting, or on-call rotations in a live production environment.
- Familiarity with observability, monitoring, and debugging tools used to investigate system performance and reliability issues.
- Experience supporting or operating within SaaS or cloud-based platforms.
- Working knowledge of support, collaboration, and ticketing tools such as Salesforce, Jira / Atlassian, Monday.com, or Slack.
Bonus
- Experience debugging API integrations, working with REST endpoints, request/response payloads, and authentication mechanisms.
- Comfort analyzing application logs, system metrics, and traces to diagnose production issues.
- Familiarity with modern observability and monitoring platforms such as Datadog, Grafana, or New Relic.
- Basic scripting or automation skills (Python, Bash, or similar) to streamline investigations or repetitive support workflows.
- Exposure to cloud infrastructure platforms such as Amazon Web Services, Google Cloud Platform, or Microsoft Azure.
Top Skills
Amazon Web Services
Bash
Datadog
Google Cloud Platform
Grafana
JIRA
Azure
Monday.Com
New Relic
Python
Salesforce
Slack
SQL
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Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
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- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
