Technical Support Engineer

@ Hire With Near

Overview

At Near, we help top talent in Latin America find remote roles with US companies. Our client, a U.S.-based SaaS company, empowers professional photographers to deliver and manage their work through elegant client galleries and integrated tools. The role of Technical Support Engineer acts as the bridge between Customer Support and Engineering.

Responsibilities

This role involves handling technical escalations, monitoring production systems, performing data recovery, and conducting daily health checks. The responsibilities include:

• L2 Support & Incident Response: Triage tickets, manage incidents, and drive resolution.
• Runbooks & Documentation: Create and maintain technical playbooks and runbooks.
• Monitoring & Alerting: Set up Grafana dashboards and monitor error channels.
• Email Health: Monitor email deliverability and report reputation issues.
• Account & Security Operations: Manage account resets and security alerts.
• Order & Fulfillment Remediation: Troubleshoot order issues and handle Stripe payment problems.
• Ad Hoc Analysis: Extract data to explain user issues and recommend actions.
• Quality Bar-Raising: File clear bug reports and propose product improvements.

Skills & Qualifications

Applicants should have 3–6+ years of experience in Production Support, Technical Operations, or L2 Support in a SaaS or e-commerce environment. Proficiency with observability tools (Grafana preferred), databases (MongoDB or SQL), command-line tools, email deliverability systems (Mailgun/SES) and payment systems (Stripe) is required. Excellent written communication and documentation skills, along with a proactive mindset and calm under pressure, are essential. Fluent English is a must.

Nice to Have

Basic scripting or automation experience (Python, Node, or Bash), familiarity with security operations, SIEM tools, cloud environments (AWS/Kubernetes), and order management systems.

Schedule & Perks

This is a full-time remote position with a Monday to Friday schedule and strong overlap with U.S. Eastern Time business hours. Enjoy competitive compensation in USD ($2,500–$3,500/month) and unlimited PTO.

Key skills/competency

• Technical Support
• Production Support
• SaaS
• Troubleshooting
• Incident Management
• Observability
• Databases
• Email Deliverability
• Security Ops
• Runbooks