Customer Support Engineer at AlertMedia

At AlertMedia, we are dedicated to our mission of saving lives and minimizing loss. We achieve this by identifying global threats and facilitating critical communications during emergencies to ensure personal safety and business continuity. Our platform supports thousands of organizations, including major global brands like DHL, JetBlue, and Walmart, across more than 130 countries. We pride ourselves on a culture that values human connection, customer success, and simplicity. As we continue to grow, we are looking for a Customer Support Engineer to join our team in a remote capacity.

Key outcomes

• Collaborate with Customer Success and Engineering teams to ensure a smooth onboarding process for our clients.
• Act as a level three technical support resource to troubleshoot, recreate, and resolve complex customer issues.
• Manage and support our production environment using Linux, ECS, RDS, and various AWS services.
• Debug web-based software by utilizing internal logs and browser developer tools.
• Contribute to product quality by performing manual testing and expanding our automated test suites.
• Document technical solutions and create training materials to share knowledge across the organization.
• Scope and plan customization tasks while balancing risk and effort effectively.

Requirements

• Proven technical experience within a SaaS environment.
• Proficiency in Linux and experience working with cloud services such as AWS, specifically ECS and RDS.
• Strong skills in scripting, with a preference for Python or Bash.
• Experience working with REST APIs.
• A strong aptitude for troubleshooting technical problems and communicating resolutions clearly to customers.
• Excellent verbal and written communication skills in English.
• A detail-oriented mindset with the ability to identify corner cases and ensure high-quality software performance.

Compensation

We offer a competitive base salary paired with a company-wide bonus program. Our employees also benefit from:

• The flexibility of remote work.
• Access to continuous learning and career development through our dedicated teams.
• Participation in our rewards and recognition programs.

How to apply

If you are passionate about building impactful technology and want to contribute to a mission-driven team, we invite you to apply. We look forward to reviewing your background and discussing how your skills can help us continue to protect organizations worldwide.