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Job Description
The Technical Support Engineer at AlertMedia provides advanced technical assistance to customer support and success teams, troubleshooting complex issues, supporting onboarding, and collaborating with engineering to improve products and customer experience in a fast-paced SaaS environment.
Key Responsibilities
- Serve as level three technical support for customer issues, troubleshooting and reproducing complex problems to identify root causes.
- Troubleshoot and debug web-based applications using developer tools, AI-assisted debugging tools, and internal logs.
- Build technical expertise across AlertMedia products and integrations, and document knowledge for internal use.
- Collaborate with Customer Success Managers and Engineering to support onboarding and resolve technical issues.
- Manage customer expectations and build trusted relationships through clear communication.
- Partner with Engineering and Product teams to identify bugs, trends, and opportunities for product improvements.
- Continuously improve troubleshooting workflows by leveraging new tools and technologies, including AI solutions.
Requirements
- Experience with Amazon Web Services (AWS).
- Experience with REST APIs.
- Intermediate or higher SQL knowledge.
- At least 3 years of advanced experience troubleshooting technical problems, interfacing with engineering on potential issues, and communicating with the customer through problem resolution.
- Experience with Python, Javascript, Bash or similar language (a plus).
- Technical experience in an Enterprise SaaS company (a plus).
- Proficiency in leveraging AI tools such as Claude Code, Codex or similar to debug issues, analyze code, interpret error logs, and support efficient troubleshooting workflows.
- Working with Windows IT-related concepts, such as file system, registry and Active Directory (a plus).
- Exceptional written and verbal communication skills in English.
- Motivated by customer success and willingness to roll up sleeves to exceed customer expectations.
- Strong listening skills with the ability to work with a variety of customer profiles.
- The desire and ability to learn and be coached.
- This position is not eligible for visa sponsorship.
Benefits & Perks
Competitive Base Salary
Annual Company Bonus
100% Employer-Paid Medical, Dental, and Vision Coverage
Parental Leave Program
Christmas Bonus
Aguinaldo
Generous Vacation and Holiday Policy
Additional Vacation Bonus
Monthly Work-from-Home Stipend
All Necessary Equipment Provided (Laptop, monitor, accessories)
Recognition Rewards
Language Immersion Program
Continuous Learning Opportunities (mentorship, tech talks, career development sessions)
Award-Winning Culture (recognized as a Best Workplace for 10 years)
Work-from-Home Flexibility
Ready to Apply?
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