Technical Support Engineer I

Role overview

Provide hands-on technical assistance for web and mobile digital experience monitoring through a ticket-based service. You will work with customers and internal analysts on configuration, performance analysis, and practical recommendations, while building expertise in digital performance and related product capabilities.

Responsibilities

- Triage support requests and provide timely, accurate solutions for customers and internal delivery teams. - Configure monitoring to match documented business goals and create or maintain synthetic web and mobile measurement scripts. - Analyze performance and availability data, explain likely causes clearly, and conduct proactive health checks for priority customers. - Join customer discussions, deliver technical training, and help enable internal teams when needed. - Keep ticket records and shared knowledge materials clear and current; collaborate with teammates and escalate issues to the right experts. - Stay current with product updates and develop skills across real user monitoring, session replay, synthetic monitoring, and query tools.

Requirements

- A degree in a technology-related field or equivalent practical experience. - Interest in web technologies, e-commerce, and digital performance, with the ability to learn technical tools and product features. - Clear written and verbal communication for explaining technical findings to customers and colleagues. - Ability to manage requests, document work, collaborate with a team, and escalate issues appropriately.

Benefits and work setup

- The role is described as remote. - The source lists a targeted base pay range of $58,000–$73,000 and mentions medical, dental, vacation, holiday, and retirement matching benefits.