Support Engineer - Veterinary HealthTech

Role overview

A veterinary-focused software provider is hiring a Support Engineer to act as the technical bridge between its platform engineering organization and the customer experience team. The role centers on running onboarding and offboarding workflows, executing data migrations, and resolving platform-level escalations while partnering closely with customer success and implementation teams. It suits an autonomous problem-solver comfortable across cloud infrastructure, data operations, and customer-facing support.

Responsibilities

- Execute technical onboarding for new customers, including environment provisioning, configuration, integration setup, and initial data imports to deliver a clean go-live. - Manage offboarding workflows such as data exports, environment teardown, access revocation, and closure documentation. - Perform structured data migrations with validation, transformation, and QA checks; occasionally join customer calls to walk through data validation questions. - Own the queue of escalated technical tickets, triaging and resolving complex issues involving environment configuration, integration troubleshooting, bulk data updates, and platform problems. - Partner with Customer Success Managers and Implementation Managers to understand request context, set timelines, and translate technical outcomes into plain language. - Maintain runbooks, process documentation, and customer-specific configuration notes, and identify automation or tooling opportunities that reduce recurring ticket volume.

Requirements

- Hands-on familiarity with core AWS services (RDS, S3, EC2, ECS) and the ability to verify changes and run smoke tests independently. - Proficiency with Git and GitHub, including creating, reviewing, and merging pull requests as part of standard workflows. - Strong written and verbal English communication, with confidence leading customer calls and producing high-quality documentation. - Solid grasp of data privacy basics, least-privilege access, and secure data handling. - Experience navigating support and helpdesk platforms such as Jira, Intercom, Front, or comparable ticketing systems.

Nice to have

- Familiarity with Terraform and Infrastructure-as-Code principles for reviewing or provisioning infrastructure. - Basic understanding of Kubernetes concepts such as pods, workloads, and cluster inspection. - Experience using Helm charts to deploy and manage Kubernetes applications.

Benefits and work setup

- 100% remote position requiring only a laptop and reliable internet. - Compensation paid in USD, with paid time off and a results-oriented, autonomous working style.