Support Engineer
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Job Summary
About Checkr
Checkr builds people infrastructure for the future of work. Weve designed a fasterand fairerway to screen job seekers. Established in 2014 Checkr puts modern technology powered by machine learning in the hands of hiring teams helping to hire great new people with an experience thats fast smooth and safe. Checkr has over 100000 customers including DoorDash Coinbase Lyft Instacart and Airtable.
A career at Checkr means collaborating with brilliant minds disrupting an industry and opening channels of employment to often overlooked candidates. Checkr is recognized on Forbes CloudList and is a Y Combinator 2023 Breakthrough Company.
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 this role you will:
- Handle complex debugging and troubleshooting necessitating a high level of technical expertise and create world-class customer experiences with rapid resolutions and stellar communications.
- 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.
- 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.
What youll do
- Provide quality technical support to our customers and partners leveraging our Salesforce ticketing system and customer screen sharing calls.
- 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.
- Utilize pre-written scripts and runbooks to efficiently handle complex manual support tasks.
- Execute high visibility critical incident communications translating impact information from engineering to customers and customer-facing teams during 24/7 on-call shifts.
- Manage escalations incident-related remediation tasks and process improvements in Jira using our teams kanban boards.
- Contribute to internal team documentation in Confluence fostering a continuous learning environment.
What you bring
- 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
- 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.
- Exceptional communication skills capable of explaining complex information to non-technical audiences in a clear empathetic manner.
- Strong attention to detail and effective time management skills.
- High level of English proficiency (written and verbal communication)
- Strong proficiency in SQL basic understanding of engineering principles and experience with observability tools like Datadog Prometheus etc
Pay Transparency Disclosure
One of Checkrs core values is Transparency. To live by that value weve 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. For more information on our compensation philosophy see our website.
On-target Earnings OR Base Salary range (Santiago Chile)
$21.600.000 - $27.000.000 CLP
What you get
- A collaborative and fast-moving environment
- Be part of an international company based in the United States
- Learning and development reimbursement allowance
- Competitive compensation and opportunity for professional and personal advancement
- 100% medical dental and vision coverage for employees and dependents
- Additional vacation benefits of 5 extra days and flexibility to take time off
At Checkr we believe a hybrid work environment strengthens collaboration drives innovation and encourages connection. Our hub locations are Denver CO San Francisco CA and Santiago Chile. Individuals are expected to work from the office 2 to 3 days a week. Starting January 2026 hub-based employees will be expected to work from the office 3 days per -office perks are provided such as lunch four times a week a commuter stipend and an abundance of snacks and beverages.
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. Checkrs 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 theSan Franciscos Fair Chance Ordinance.
*Legitimate Checkr emails will always include our official domain name after the @ symbol (e.g. or ).
Required Experience:
IC
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
Checkr platform uses AI to make background screening more efficient, speed up the hiring process, fill roles faster & drive more revenue. ✓ Start for free!
