L0 Support Engineer
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
L0 Support Engineer
A client of Launch Ventures is seeking a talented L0 Support Engineer to join their team. This fullyremote (or hybrid) role offers the chance to be the frontline defender of a fastgrowing SaaS platform helping customers succeed while gaining exposure to modern cloud operations.
Role Overview
The Technical Support Engineer (Level 0) will be the first point of contact for users experiencing issues on the platform. You will troubleshoot document and route problems while monitoring system health on AWS. Your work directly impacts customer satisfaction product quality and the overall reliability of the service positioning you for future growth into higherlevel support or engineering roles.
Key Responsibilities
Serve as the primary contact for platform issues via email chat and phone.
Diagnose and resolve userreported problems in real time reproducing bugs when needed.
Create detailed bug tickets (logs steps screenshots) for the engineering team.
Monitor AWS environment using CloudWatch CloudTrail and related alarms to detect performance degradations.
Provide product guidance and howto assistance ensuring customers can fully leverage platform features.
Escalate complex cases efficiently to engineering or customersuccess teams maintaining clear communication throughout.
Maintain accurate records in ticketing tools such as Jira Zendesk or Linear.
Required Skills & Qualifications
13 years of experience in technical support SaaS support or a related customerfacing tech role.
Strong grasp of SaaS applications and basic web technologies (HTML HTTP REST).
Proven ability to diagnose problems and explain technical details clearly to nontechnical audiences.
Familiarity with AWS monitoring tools (CloudWatch CloudTrail) is a plus.
Experience with ticketing systems (Jira Zendesk Linear or similar).
Excellent written and verbal communication skills.
Ability to work 9:00 AM 5:00 PM EST (or provide maximum overlap with US business hours).
Education:
Preferred Qualifications
Basic SQL knowledge or experience analyzing log files.
Prior work with cloudbased accounting or automation platforms.
Handson experience debugging web applications (browser dev tools network logs).
Familiarity with monitoring/alerting best practices in AWS environments.
A client of Launch Ventures is seeking a talented L0 Support Engineer to join their team. This fullyremote (or hybrid) role offers the chance to be the frontline defender of a fastgrowing SaaS platform helping customers succeed while gaining exposure to modern cloud operations.
Role Overview
The Technical Support Engineer (Level 0) will be the first point of contact for users experiencing issues on the platform. You will troubleshoot document and route problems while monitoring system health on AWS. Your work directly impacts customer satisfaction product quality and the overall reliability of the service positioning you for future growth into higherlevel support or engineering roles.
Key Responsibilities
Serve as the primary contact for platform issues via email chat and phone.
Diagnose and resolve userreported problems in real time reproducing bugs when needed.
Create detailed bug tickets (logs steps screenshots) for the engineering team.
Monitor AWS environment using CloudWatch CloudTrail and related alarms to detect performance degradations.
Provide product guidance and howto assistance ensuring customers can fully leverage platform features.
Escalate complex cases efficiently to engineering or customersuccess teams maintaining clear communication throughout.
Maintain accurate records in ticketing tools such as Jira Zendesk or Linear.
Required Skills & Qualifications
13 years of experience in technical support SaaS support or a related customerfacing tech role.
Strong grasp of SaaS applications and basic web technologies (HTML HTTP REST).
Proven ability to diagnose problems and explain technical details clearly to nontechnical audiences.
Familiarity with AWS monitoring tools (CloudWatch CloudTrail) is a plus.
Experience with ticketing systems (Jira Zendesk Linear or similar).
Excellent written and verbal communication skills.
Ability to work 9:00 AM 5:00 PM EST (or provide maximum overlap with US business hours).
Education:
Preferred Qualifications
Basic SQL knowledge or experience analyzing log files.
Prior work with cloudbased accounting or automation platforms.
Handson experience debugging web applications (browser dev tools network logs).
Familiarity with monitoring/alerting best practices in AWS environments.
Company Industry
IT Services and IT Consulting
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
