Senior Technical Support Engineer

Senior Technical Support Engineer

The GRAX product is a CRM backup, archive, and restore system for the Salesforce platform. It is used by Fortune 500 government, financial, and healthcare companies.

The GRAX support team delivers an excellent support experience to our customers daily by working with them to solve problems and answer questions that they present to us in support tickets. We value collaboration, communication, and accountability.

Responsibilities:

Work hard to solve customer problems, via email and video conferencing, while delighting them along the way

Guide and mentor other colleagues around technical topics

Create and update documentation based on customer interactions

Continually research and learn the current and future best practices of using GRAX

Suggest and implement improvements to Support workflows

Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to customers, or working to coordinate incident communications

Collaborate with our Product and Engineering Teams to build new features and fix bugs

Work alongside Product Managers to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs

Qualifications:

3+ years of experience in a technical support customer-facing role

Salesforce.com experience as a user and/or developer

Ability to communicate complex technical topics to customers and coworkers of varying technical skill levels

Experience with managing cases through the entire support lifecycle, from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the engineering team, and case resolution

Experience using logging and metrics services (DataDog) to triage problems and verify resolutions

Experience with writing support content

Experience building software and tooling in JavaScript or other scripting languages, APEX, SQL, etc

An understanding of cloud services (AWS, S3, Azure, Heroku), their configuration and debugging

Linux systems administration knowledge

The ability to apply for this job at this link ( and not by using the Easy Apply button on LinkedIn. Please note, resumes submitted directly via LinkedIn will not be reviewed.

GRAX benefits include:

Fully Remote

Flexible PTO

Healthcare for you and your family paid for by GRAX

401K match

Stock Options

Awesome teammates

Inclusion Promise

GRAX embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

How to Apply

Apply to the job via the respective link and then send an email to including answers to the following: Describe your most challenging technical support experience and how you resolved it? What are your favorite debugging tools or techniques?