Platform Support Engineer

Role overview

The Platform Support Engineer serves as a senior escalation point for complex platform-level issues that exceed the scope of standard troubleshooting within a SaaS customer service technology environment. The role focuses on deep root cause analysis, cross-team coordination between support and engineering, and maintaining the operational health of monitoring, alerting, and access systems for a workforce orchestration platform. Hours of operation are Monday through Friday, 8 AM to 8 PM EST, with on-call availability for Priority 1 escalations outside of standard hours.

Responsibilities

- Act as the primary escalation resource for intricate platform cases routed from front-line and senior support engineers, engaging on issues that exceed normal troubleshooting scope and forwarding only appropriately complex cases to sustaining engineering. - Conduct deep-dive root cause analysis on critical and recurring issues, including database-level investigation, log analysis, and platform-level diagnostics. - Write, review, and execute approved database scripts requiring elevated access, adhering to established change control and governance standards. - Own the triage, prioritization, and maintenance of the technical bug backlog within Salesforce, delivering regular reporting to engineering and customer experience leadership. - Maintain monitoring and alerting infrastructure across tools such as Datadog, Site24x7, ELK, and internal alerting systems, including configuring alerts and dashboards and onboarding new data sources and hosts. - Administer platform access and licensing, including identity provider user management and client license updates, and maintain runbook documentation in Confluence.

Requirements

- Bachelor's degree in Computer Science, Information Technology, or a related field. - Minimum 7+ years of experience in technical product support, software development, or a senior technical troubleshooting capacity. - 3+ years of senior or platform-level SaaS support, plus deep experience with Microsoft SQL Server and writing and executing SQL scripts in production or near-production environments. - Demonstrated expertise with service-oriented architecture, monitoring/alerting/log aggregation solutions, and troubleshooting tools such as Fiddler, Wireshark, DebugView, or Process Monitor. - Advanced to expert knowledge of Windows systems administration, familiarity with change control and governance standards for production database access, and Salesforce or comparable CRM experience. - Strong analytical and problem-solving skills within complex multi-system environments, with the ability to work independently, manage competing priorities, and communicate technical detail clearly to both engineering peers and non-technical stakeholders.

Nice to have

- Experience with call center technology, software, or workforce management platforms. - ITIL Foundation certification.