Position: Technical Support Engineer
Location: Remote
Salary: $45-$50 per hour
Job Type: 6-month contract
Posting Type: Open vacancy
We are seeking a highly technical and customer-focused Technical Support Engineer to support one of our clients in a fast-paced, production environment. This role sits at the intersection of support, engineering, and product, acting as a first line of defense for complex technical issues while also contributing to long-term system stability and operational improvements. The ideal candidate is analytical, detail-oriented, and comfortable working directly with production systems, data, and cross-functional stakeholders to resolve issues and prevent recurrence.
Key Responsibilities:
- Investigate and resolve complex production issues using logs, dashboards, and system data
- Perform deep debugging and root-cause analysis across applications, APIs, and services
- Manage and triage customer and stakeholder requests through Jira Service Desk, ensuring SLA adherence
- Analyze operational data and support metrics to identify trends, risks, and improvement opportunities
- Partner closely with Product and Engineering teams to drive bug fixes, support feature launches, and improve system reliability
- Proactively detect and prevent issues using monitoring and observability tools
- Create and maintain runbooks, playbooks, and SOPs to enable scalable and consistent support operations
- Clearly communicate technical findings, impact, and resolution plans to both technical and non-technical audiences
Technical Focus Areas:
- SQL for querying databases and investigating item-level issues, transactions, and system behavior
- Datadog for navigating logs, dashboards, alerts, and performance issues
- Jira for managing, tracking, and resolving support tickets and stakeholder requests
- Strong debugging skills, including interpreting stack traces, logs, and error messages
- Programming fundamentals in Python or Java to understand stack traces and review related code
- API knowledge, including request/response patterns, status codes, and common integration issues
Preferred Qualifications:
- Ability to communicate complex technical concepts clearly to audiences with varying levels of technical expertise
- Experience creating and maintaining customer-specific runbooks, playbooks, and SOPs
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- Experience in a production support, platform support, or technical operations environment
Please send your resume in Word format to shannon.scullion@quantum-qtr.com.
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