Support Engineer
As a Support Engineer II at Checkr, you will play a pivotal role in assisting customers with technical issues in production environments, acting as a crucial link between support and engineering teams. This position is ideal for individuals with strong customer service skills who are aspiring to advance their careers in software development or engineering. Checkr, established in 2014, is dedicated to building a data platform that enables safe and fair decision-making, serving over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable.
In this role, you will handle complex debugging and troubleshooting tasks that require a high level of technical expertise, ensuring rapid resolutions and exceptional customer experiences. You will serve as the primary point of contact between engineering, customers, and customer-facing teams, managing escalations efficiently to minimize resolution times. Additionally, participation in a 24/7 on-call rotation is expected, where you will draft customer communications, update the company status page, and ensure that customer-facing teams are well-informed during incidents.
Key responsibilities include providing quality technical support through Salesforce ticketing and customer screen-sharing calls, troubleshooting code and conducting in-depth investigations up to the application level using tools like DataDog, Snowflake, and API log analysis. You will also utilize pre-written scripts and runbooks to handle complex manual support tasks, execute critical incident communications during on-call shifts, manage escalations and remediation tasks in Jira, and contribute to internal team documentation in Confluence to foster a continuous learning environment.
The ideal candidate will have over two years of experience in a customer-facing technical role within a SaaS company, including hands-on experience with APIs and technical support for API products. Demonstrated skills in technical troubleshooting, debugging, and collaboration with engineering teams are essential, along with proficiency in tools such as cURL and Postman. Familiarity with Python and Ruby on Rails is advantageous. Exceptional communication skills are required to explain complex information to non-technical audiences clearly and empathetically. Strong attention to detail, effective time management skills, high proficiency in English, and a solid understanding of SQL and engineering principles are also necessary. Experience with observability tools like Datadog and Prometheus is beneficial.
Compensation for this role in Denver, CO, ranges from $73,000 to $91,000 USD annually. Checkr offers a fast-paced and collaborative environment, learning and development allowances, competitive cash and equity compensation with opportunities for advancement, 100% medical, dental, and vision coverage, up to $25,000 reimbursement for fertility, adoption, and parental planning services, a flexible PTO policy, and a monthly wellness stipend. Employees are expected to work from the office three days a week, with in-office perks such as daily lunches, a commuter stipend, and an abundance of snacks and beverages. A relocation stipend may be available for those willing to relocate to a Checkr hub location.