Technical Support Engineer

PacerPro

. Investigate customer reports about missed, incorrect, duplicate or bounced notification emails and documents, find the cause, and escalate to engineering with clear context .

Posted 10/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $95,000 - $115,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong troubleshooting skills and technical problem-solving abilities, with hands-on experience in customer support and integrations. Proficient in SQL and familiar with programming languages, capable of managing customer configurations and automating tasks effectively.

Highest-signal resume keywords

Troubleshooting SkillsSQL ProficiencyCustomer Support ExperienceTechnical CommunicationAutomation of Tasks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLProgramming LanguagesData TroubleshootingEmail Delivery BasicsCSV Management

Soft Skills

Clear CommunicationGood JudgmentIndependent Problem Solving

Tools & Technologies

HubSpotJiraConfluenceSlackRuby/Rails

Industry Keywords

Customer ConfigurationOnboardingIntegrationsDocument Management SystemsSupport Engineering

Tech Stack

Tools & technologies

RubyRuby on RailsSQL

About the role

Key responsibilities & impact

Investigate customer reports about missed, incorrect, duplicate or bounced notification emails and documents, find the cause, and escalate to engineering with clear context
Set up and maintain customer configuration, including naming conventions, distribution lists, case follows and client codes
Manage accounts and users, including SSO, domain changes, trials and subscription fixes
Support enterprise customers through onboarding and integrations with their document management systems, working directly with their IT teams
Troubleshoot data and web app issues, such as duplicate cases, incorrect case details and download problems, and turn recurring problems into runbooks and product feedback
Automate repetitive tasks for yourself and the wider customer success team through self-serve tools and runbooks
Use support and operations tools such as HubSpot, Jira, Confluence and Slack, plus logs, dashboards, Ruby/Rails and SQL for investigation, minor fixes and automation

Requirements

What you’ll need

Hands-on experience solving technical problems for customers, in support, support engineering, implementations or a similar role, and the confidence to work independently on them
Strong troubleshooting skills: you form hypotheses, isolate variables and trace problems through logs and data
Working knowledge of one or more programming languages, and SQL for to troubleshoot and fix issues
Comfort with CSV and spreadsheet data, and care when making changes in bulk
Understanding of email delivery basics, such as bounces, suppression lists, SPF, DKIM and DMARC
Clear written and verbal communication, including explaining technical issues to non-technical audiences
Good judgment on when to fix something yourself and when to escalate