Employer description & source details
Monitor escalation channels and the Technical Support queue in Zendesk, catching early signals of systemic problems before they reach customers Investigate complex product, platform, and data-layer issues using tools like Datadog, internal dashboards, and SQL, reproducing bugs and producing evidence-backed escalations to Engineering. Handle live incidents end-to-end, from detection to closure: React to an incident with urgency, coordinate across Support, Engineering, and Product, and keep stakeholders updated with clear, structured communication Implement fixes where appropriate, testing your changes before handing off to Engineering for final review and sign-off Perform Root Cause Analysis and post-incident reviews, translating each issue into learnings that reduce recurrence and improve monitoring Maintain operational workflows (geofence, facility quizzes, NFC) accurately and quickly while spotting trends for prevention Capture investigative learnings in clear troubleshooting guides and documentation, and submit structured proposals that turn recurring patterns into actionable improvements Uphold our values such as unreasonably fast, ownership, and uncomfortably high standards in every interaction Technical Fluency - You're comfortable investigating issues with observability tools (e.g., Datadog), writing SQL to interrogate data, and reasoning about APIs, backend configurations, and feature toggles. You can tell the difference between a UI, data, and code-level problem. Diagnostic Rigor - Every investigation you produce is thorough, evidence-based, and reproducible. You rule out config and data causes before escalating, and your write-ups are clear enough for another engineer to pick up without rework. End-to-End Ownership - You own problems from first report to confi
Extracted skills: react, sql