Tech Support Engineer

As a Tech Support Engineer at Fever, your primary responsibilities include diagnosing platform incidents, determining the causes of issues, and escalating them when necessary. You'll be tasked with collaborating closely with our engineering, product, and QA teams to ensure efficient operations, while also developing your skills in incident management and support processes.

To qualify for the Tech Support Engineer position at Fever, candidates should have experience in technical support or troubleshooting roles, along with familiarity with monitoring and logging tools. An understanding of APIs, client-server architecture, and incident management is crucial, and proficiency in English is essential for communication.

At Fever, the onboarding process for a Tech Support Engineer includes an initial month of learning the platform's features and architecture. You’ll shadow team members to grasp incident handling, gradually taking ownership of simple incidents while establishing connections with key teams like Engineering and Product.

A Tech Support Engineer at Fever should be familiar with tools like Datadog, Grafana, and Kibana for monitoring and logging. Additionally, knowledge of RESTful APIs, JSON, AWS, Docker, and Kubernetes will be beneficial. Familiarity with ticketing tools like Jira or Zendesk and database management will also be a plus.

Tech Support Engineers at Fever can look forward to substantial career growth. After six months, you'll have the opportunity to lead incident management, mentor newcomers, and identify trends for preventive solutions. The vibrant culture and emphasis on professional growth ensure that your career path is dynamic and enriching.

Start by gathering all relevant information about the incident, including error messages and logs. Then, systematically investigate potential causes by checking configurations, monitoring systems, and collaborating with other teams. Show your analytical skills and emphasize the importance of communication in this process.

Mention monitoring and logging tools like Grafana and Datadog as essential for tracking platform performance. Also, highlight ticketing systems such as Jira or Zendesk to effectively manage user inquiries, along with any scripting tools that aid in automation.

Share your familiarity with incident management frameworks and your role in prioritizing and escalating incidents as needed. Talk about your understanding of SLA agreements and how they help set response and resolution timelines.

Explain the importance of empathy and active listening. Describe how you would reassure the user, gather all necessary details, and communicate clearly while helping to resolve their issue. Emphasize your commitment to patience and clarity in communication.

Talk about following industry blogs, participating in webinars, and engaging with communities online. Mention specific resources, such as TechCrunch or industry-related podcasts, to emphasize your dedication to continuous learning.

If applicable, speak about your proficiency in languages like Python or Bash, citing specific instances where you automated tasks to improve efficiency or reduced repetitive troubleshooting efforts.

Explain your understanding of RESTful APIs and how you’ve interacted with them to help troubleshoot issues. Mention specific cases where familiarity with APIs allowed you to swiftly diagnose problems or provide better support.

Detail the criteria you use to determine whether an issue should be escalated, such as severity or complexity. Talk about the documentation you provide to ensure a smooth transition for the team taking over.

Share an instance where you identified inefficiencies, developed a new process or tool, and drove its adoption. Highlight the impact this had on response time or customer satisfaction.

Outline your approach to incident prioritization based on severity, impact, and urgency. Stress the need for effective communication with stakeholders to manage expectations while resolving issues efficiently.