Senior Support Engineer II

As part of the Customer Support Engineering team at Checkr, the Senior Customer Support Engineer is responsible for supporting our most valuable customers on their most complex issues. You’ll do this by utilizing your strong understanding of modern web technologies and knack for getting to the bottom of things. 

Responsibilities:

• Provide technical support to our largest customers and partners via our ticketing system (ZenDesk) and screen-sharing calls

• Investigate technical issues down to the application level utilizing tools like DataDog, Snowflake, and Mulesoft, escalating to engineering as needed

• Own certain processes and procedures to keep our most valuable customers operating smoothly 

• Collaborate cross-functionally with Engineering, Customer Success, and Business Development teams on various initiatives

• Help us build our internal documentation on Confluence to lower response times and contribute to public documentation found on our Help Center

• Mentor less experienced Support Engineers providing support in the day-to-day and in their ongoing troubleshooting skill sets

• Act as the Customer communication liaison for critical incidents. This is a 24/7 on-call shift that is rotated between members of the team. 

What you bring:

• Previous experience in a customer-facing technical position for a SaaS company

• Strong communication skills with the ability to provide technical details to a non-technical audience in a clear and kind manner

• Excellent troubleshooting skills, ability to use deductive and inductive reasoning to work through complex issues, and a strong intuition for problem-solving.

• Experience working with APIs and providing technical product support for API products.

• Demonstrated experience working on technical issues, troubleshooting bugs, and communicating with engineers.

• Experience using SQL and familiarity with JSON.

• Familiarity with software development principles, approaches, and languages.

• Experience in or an ability to learn: Postman, DataDog, Snowflake.

If you don’t meet 100% of the above qualifications, you should still seriously consider applying.

What you get:

• A collaborative team with diverse backgrounds to learn from and grow with

• Learning and development allowance

• Competitive compensation and opportunity for advancement

• 100% medical, dental, and vision coverage

• Flexible PTO policy

• Monthly wellness stipend, home office stipend

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. The salary range for this role is $54,600 to $105,000.

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.   

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.