Support Engineer

• Manage the inbound Intercom queue, triaging cases by severity and business impact, meeting SLAs, and setting expectations for next updates
• Investigate customer issues using error/event records, audit logs, browser console outputs, network traces, API payloads, mail flow, and multi-tenant configurations
• Reproduce complex issues in staging or test tenants and correlate tenant IDs, timestamps, and user telemetry
• Escalate verified defects to the Product Lead with reproduction steps, tenant/user IDs, UTC timestamps, log excerpts, and ruled-out variables
• Own customer communications during escalation cycles and verify hotfixes before closing cases
• Monitor tenant health alerts in tools such as Sentry and proactively contact customers about failures
• Review bi-weekly release notes, validate changed functionality in sandbox environments, and resolve impacted cases
• Classify resolved tickets by verified root cause
• Perform root-cause analysis on recurring issue categories
• Author and maintain Help Centre articles, implementation guides, and troubleshooting documentation
• Surface UX friction to the Product Lead using evidence such as user journeys, reproduction paths, screenshots, and impact metrics
• Report support metrics including ticket volumes, cause categories, trend trajectories, and preventative targets
• Use approved AI tools such as Claude, ChatGPT, and Cursor for technical research while verifying outputs against source data

Explore Technical Support Engineer at Pear Tree.. Review requirements and application details.

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