Platform Support Engineer

Job not on LinkedIn

🔥 8 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🏗️ Platform Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Intradiem

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🤝 B2B

💰 $35M Debt Financing on 2021-11

Artificial Intelligence • B2B

Intradiem is a provider of Intelligent Automation Solutions specifically designed for customer service teams. Their patented AI-powered technology processes vast amounts of data in real-time to enhance productivity and customer experience within contact centers. Intradiem's solutions focus on aspects such as workforce optimization, contact center automation, and performance management, ensuring that staff can work effectively both in-center and remotely. The technology is built on industry best practices and has reportedly generated significant cost savings and productivity boosts for its clients.

📋 Description

• Serve as an escalation resource for complex platform-level cases beyond standard troubleshooting • Conduct deep-dive root cause analysis, including database investigation, log analysis, and platform diagnostics • Write, review, and execute approved database scripts under change-control and governance standards • Own triage, prioritization, and maintenance of the technical bug backlog in Salesforce • Provide regular reporting to Engineering and CX leadership • Liaise between Technical Experience and Sustaining Engineering through engineering syncs and sprint reviews • Define and enforce escalation criteria with Technical Experience and Engineering leadership • Partner with internal teams on cases with significant customer or company impact • Develop and maintain advanced knowledge content, runbooks, and diagnostic tooling • Drive monitoring, alerting, automation, and support-process improvement projects • Mentor Technical Support Engineers • Administer Grafana, Site24x7, ELK, and internal monitoring and alerting platforms • Create, modify, test, and silence alerts; maintain dashboards; onboard data sources and hosts • Maintain platform access and licensing tasks, including Keycloak administration and client license updates • Maintain monitoring and alerting documentation in Confluence • Work M–F, 8 AM EST to 8 PM EST, with on-call availability for Priority 1 escalations outside standard hours • Conduct business according to Intradiem policies and procedures and perform other assigned duties

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field • Minimum of 7+ years of experience in technical product support, software development, or a senior technical troubleshooting capacity • 3+ years of experience in senior/platform-level SaaS support • 3+ years of experience with Microsoft SQL Server • 3+ years of experience writing and executing SQL scripts in production or near-production environments • Deep understanding of service-oriented architecture • Experience with monitoring, alerting, and log aggregation solutions • Experience with Fiddler, Wireshark, Debugview, or Process Monitor • Call Center Technology, Software, or Workforce Management Platforms experience strongly preferred • Salesforce or comparable CRM experience, including case management and reporting • Advanced to Expert knowledge of Windows systems administration • Familiarity with change control processes and governance standards for production database access • ITIL Foundation certification preferred • Exceptional analytical and problem-solving skills within complex, multi-system technical environments • Ability to operate independently with minimal direction, manage competing priorities, and make sound technical judgments under pressure • Strong communication skills for conveying technical detail to engineering peers and non-technical stakeholders • Legal right to work in the country where the role is based at the time of application

🏖️ Benefits

• People-first culture with trust, respect, and flexibility • Opportunity to contribute time and energy to causes that improve communities • Human-led hiring and candidate evaluation process