Customer Support Engineer

What you'll be doing:

• Own complex escalated support issues, diagnosing and resolving application and infrastructure problems across the full stack
• Investigate and resolve issues within the AWS environment including Aurora PostgreSQL, CloudWatch, and Splunk
• Collaborate with engineering teams to identify root causes and implement permanent fixes for recurring issues
• Support system monitoring, alerting, and incident response to maintain availability and performance
• Document technical findings, resolutions, and operational runbooks for the broader support team
• Assist with release validation and post-deployment verification in coordination with engineering

What you’ll bring:

• Hands-on experience providing Tier 3 or full stack technical support in enterprise environments
• Proficiency troubleshooting Java backend and React frontend applications
• Experience working within AWS environments including monitoring tools such as CloudWatch and Splunk
• Familiarity with PostgreSQL and ability to investigate data-related issues
• Understanding of CI/CD pipelines and how deployments affect system behavior
• Experience supporting federal systems or compliance-driven environments is a plus
• Thrives in a remote, collaborative Agile environment and genuinely enjoys working closely with engineering and operations teams
• Communicates clearly and openly, whether writing an incident report or walking a Tier 1 analyst through a resolution
• Performs other related duties as assigned

Requirements:

• Applicants must be authorized to work in the United States. In alignment with federal contract requirements, certain roles may also require U.S. citizenship and the ability to obtain and maintain a federal background investigation and/or a security clearance.

Education:

• Bachelor's Degree

Benefits:

• Fully remote
• Tech & Education Stipend
• Comprehensive Benefits Package
• Company Match 401(k) plan
• Flexible PTO, Paid Holidays