Technical Support Engineer

Overview

At Grata, we are looking for a Technical Support Engineer with prior experience managing the end-to-end incident management and bug resolution process across features of all levels of technical complexity. We are moving fast and building new innovative products that are shaking up the market. We want you to join us in fast-tracking fixes for the bugs identified and developing process to support internal teams.

We are looking for someone who loves solving problems, is an advocate for the customer experience, has a bias towards action, who is detail-oriented, who is comfortable working in a highly fluid start-up environment and can develop robust process driving efficiency gains. We value Technical Support Engineers who are efficiency-minded, love diving into technical details, show empathy for customers, can multi-task well and have fantastic communication skills. 

About the Role:

You will...

• Build a strong understanding of our product, as your knowledge will be a driving force in the success of our customers. 
• Take ownership of issues reported/found with an emphasis on the need to research, troubleshoot, and identify software or process issues
• Be the first point of contact for internal teams as they notice and raise issues about the product. It is your job to discern between a bug and expected product functionality.
• Provide support and respond to requests across varying degrees of technicality from internal teams 
• Analyze data from customer tickets and make recommendations to the Product team on possible improvements to reduce the demand for ongoing support 
• Manage and resolve support issues with a high degree of technical complexity
• Develop robust practices to support internal teams as it relates to incident management.
• Own the bug backlog, prioritization and escalation points to Product and Development teams
• Be responsible for meeting response time SLAs and ensuring bugs are completed by the SLAs dictated by priority of the bug.
• Appropriately manage time and maintaining a high level of availability to handle incoming calls and tickets independently
• Adapt quickly to product and process changes in a fast-paced environment with many features  and release cycles
• Perform in-depth troubleshooting including database analysis and reading system logs to solve complex support issues

About You:

• Bachelor’s degree, preferably in Computer Science or related degrees
• 2+ years of relevant professional experience  in a client-facing engineering or technical role, ideally involving a complex and rapidly evolving software/product
• A strong competency in technical problem solving, with demonstrated experience working with advanced log analysis and other debugging techniques 
• Experience working with at least one type of relational database, SQL, or programming language
• Grit when faced with technical issues - you don’t rest until you understand what is happening and why things are not working 
• Excellent problem solving and analytical skills with an aptitude for learning new technologies
• Strong communication skills and the ability to interface with both technical and non-technical individuals as needed 
• Ability to be autonomous, resourceful, and a proactive self-starter, while also remaining process-oriented and a team player 

About Grata:

Grata is the first search engine for company discovery, providing a single source of truth to find small to middle market private companies. We are developing cutting-edge search technology leveraging NLP and ML to automate the B2B research process on millions of small and medium businesses in the U.S. We’ve recently experienced significant growth and raised capital from top investors who built Google and transformed the finance industry.

Grata is committed to building an inclusive, equitable, and diverse organization. We embrace equal opportunity for all applicants and seek to foster a culture of belonging for our employees. We recognize and appreciate that the more inclusive we are, the better we will function as a team. Grata welcomes qualified applicants of any race, color, ancestry, religion, sex, national origin, gender identity, gender expression, age, marital or family status, disability, military veteran status, and any other status or background.