Technical Support Engineer II

Job not on LinkedIn

🔥 12 hours ago

🌐 Mexico, Dominican Republic, +1 more countries – Remote

🇲🇽 Mexico – Remote 🇩🇴 Dominican Republic – Remote 🇨🇷 Costa Rica – Remote

💵 $44k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TrueML

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

TrueML is a leading company in the fintech sector, known for its innovative solutions that prioritize customer experience in the financial services industry. The company, along with its family of companies like TrueAccord, focuses on developing intelligent, digital-first communication platforms and products that revolutionize the consumer experience in financial health management. TrueML leverages the expertise of a dynamic team of data scientists, financial services experts, and customer experience specialists to create technology that addresses roadblocks to consumers' financial well-being, ensuring inclusivity and accessibility in financial systems. Founded in 2013 by Ohad Samet, TrueML continues to disrupt traditional financial services by making them more consumer-friendly and effective.

📋 Description

• Independently diagnose complex workflow failures, platform anomalies, and system behavior using logs, database investigation, API testing, and other technical resources • Provide Engineering teams with data-backed investigation results, reproduction steps, logs, technical context, and clearly defined assistance requests • Investigate beyond surface-level symptoms to identify root causes and recurring patterns • Navigate application behavior, source code, logs, APIs, and database data to correlate symptoms across systems • Collaborate with Engineering to understand deployments, architectural changes, dependencies, and downstream impacts • Operate with minimal supervision while prioritizing operational work and longer-term initiatives • Maintain ownership of the operational queue, ensuring clear ownership, current documentation, and defined resolution paths • Drive issues from initial investigation through resolution, escalation, or handoff while communicating with stakeholders • Implement process and tooling improvements that reduce operational friction • Surface recurring platform or operational problems to leadership with supporting data and business impact • Serve as a technical liaison between client-facing teams, Product, Engineering, and stakeholders • Use AWS services, logs, and platform resources to investigate and diagnose technical issues • Communicate issue status, findings, blockers, business impact, and next steps • Translate complex technical problems into business impact and actionable next steps • Facilitate cross-functional technical discussions • Produce post-incident or issue summaries • Maintain technical documentation, troubleshooting workflows, and decision trees • Participate in team troubleshooting and collaborate with peers before escalation • Help less-experienced engineers develop investigative and troubleshooting skills • Share SQL queries, troubleshooting techniques, discoveries, and investigation patterns • Use GenAI tools to accelerate log analysis, understand code behavior, develop queries or scripts, and produce technical documentation • Identify AI and automation opportunities to reduce repetitive operational work

🎯 Requirements

• 2–5 years of relevant experience in technical support engineering, platform enablement, software engineering, DevOps, production support, or another deep technical troubleshooting role • Strong troubleshooting skills using observability and log-analysis platforms such as Datadog or Observe • Experience troubleshooting applications and services operating within AWS cloud environments • Experience investigating data using complex SQL queries • Ability to manually test APIs using tools such as Postman or cURL, validate JSON payloads, and diagnose failures using browser developer tools • Ability to navigate source code and application logic sufficiently to correlate user-facing behavior with backend logs and system behavior • Demonstrated ability to independently investigate complex technical issues and manage competing priorities • Strong written and verbal communication skills, including the ability to translate technical problems into business impact • Experience using GenAI tools such as GitHub Copilot, Gemini, Claude, or similar tools to assist with technical investigation, scripting, documentation, or information discovery • Preferred: experience developing scripts or advanced queries to aggregate data or automate repetitive operational tasks • Preferred: experience investigating RBAC, permissions, authentication, or authorization-related failures • Preferred: experience supporting high-stakes client onboarding, production incidents, or critical business workflows • Preferred: working knowledge of one or more programming or scripting languages • Preferred: strong SQL skills and familiarity with application and database architecture • Preferred: experience creating technical runbooks, troubleshooting guides, or operational documentation

🏖️ Benefits

• Unlimited PTO • Medical benefit contributions in congruence with local laws and type of employment agreement