<p>About the team/role:</p> <p>As a Support Engineer II, you will assist Checkr customers with technical issues in production, and serve as a bridge between support and engineering at Checkr. This role is ideal for someone with strong customer service skills who shows a promising trajectory towards a career path in software development or engineering. In this role, you will:</p> <ul> <li>Handle complex debugging and troubleshooting necessitating a high level of technical expertise, and create world-class customer experiences with rapid resolutions and stellar communications. </li><li>Act as the primary point of contact between engineering, customers and customer-facing teams, creating and managing escalations in Jira, minimizing resolution times and increasing the efficiency of engineering engagements. </li><li>Participate in a 24/7 on-call rotation as customer communication liaison, drafting customer communications, updating the company status page, and ensuring customer-facing teams have the information they need to maintain a superb customer experience during incidents. </li></ul> <p>What you'll do:</p> <ul> <li>Provide quality technical support to our customers and partners, leveraging our Salesforce ticketing system and customer screen sharing calls. </li><li>Troubleshoot code and conduct deep-dive investigations up to the application level, utilizing tools such as DataDog, Snowflake, and API logs analysis, escalating to engineering when necessary. </li><li>Utilize pre-written scripts and runbooks to efficiently handle complex manual support tasks. </li><li>Execute high visibility critical incident communications, translating impact information from engineering to customers and customer-facing teams during 24/7 on-call shifts. </li><li>Manage escalations, incident-related remediation tasks and process improvements in Jira using our team's kanban boards. </li><li>Contribute to internal team documentation in Confluence, fostering a continuous learning environment. </li></ul> <p>What you bring</p> <ul> <li>2+ years of experience in a customer-facing technical role in a SaaS company, including hands-on experience with APIs and technical support for API products, </li><li>Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams. Tools expertise including cURL and Postman. Familiarity with Python and Ruby on Rails would be helpful. </li><li>Exceptional communication skills, capable of explaining complex information to non-technical audiences in a clear, empathetic manner. </li><li>Strong attention to detail and effective time management skills. </li><li>High level of English proficiency. </li><li>Strong proficiency in SQL, basic understanding of engineering principles, and experience with observability tools like Datadog, Prometheus, etc. </li><li>An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes </li></ul> <p>What you'll get</p> <ul> <li>A fast-paced and collaborative environment </li><li>Learning and development allowance </li><li>Competitive cash and equity compensation, and opportunity for advancement </li><li>100% medical, dental, and vision coverage </li><li>Up to $25K reimbursement for fertility, adoption, and parental planning services </li><li>Flexible PTO policy </li><li>Monthly wellness stipend </li></ul>