remote
Technical Support Specialist II - Governance and Ops Remote Eligible - Costa Rica - Smartsheet
Software Engineer
Technical Support Specialist II focused on governance and operations, delivering expert assistance on cloud and data platforms. Leverages AWS, SQL, and automation tools to resolve complex issues and improve service reliability for remote teams.
About the role
Key Responsibilities
- Provide tier‑2 support for governance and operations customers, diagnosing and resolving complex technical issues across cloud and on‑prem environments.
- Collaborate with engineering and product teams to triage bugs, document workarounds, and drive root‑cause analysis.
- Utilize AWS services, SQL queries, and automation scripts to streamline incident response and reduce mean time to resolution.
- Maintain detailed knowledge base articles and contribute to continuous improvement of support processes.
- Participate in on‑call rotations and 24/7 incident management, ensuring high availability for critical services.
Requirements
- 3+ years of technical support or operations experience in a SaaS or cloud environment.
- Strong troubleshooting skills with hands‑on experience in AWS, SQL, and scripting (Python or Bash).
- Excellent communication abilities, both written and verbal, with a customer‑first mindset.
- Experience with automation tools (Ansible, Terraform) and incident‑management platforms (PagerDuty, ServiceNow) is a plus.
- Ability to work independently in a remote setting and collaborate across global teams.
Skills
customer supportawssql