Tier 3 Support Engineer

Location: US, Austin, TX

Global Work Environment: Due to Snappy employees being in Tel Aviv, London and across the US, we schedule all company-wide meetings and events in EST. We do our best to respect and accommodate your personal time. You might be expected to work outside of normal working hours from time to time.

Compensation: We feel passionately about transparency in compensation. Total compensation for this role is market competitive, including a base salary range of $75,000-85,000.

Tier 3 Technical Support engineer:
Key Responsibilities:

1. Advanced Troubleshooting and Problem Resolution
• Diagnose and resolve escalated technical issues related to software, systems in the Gifting/ Marketplace domain
• Analyze logs and system traces to identify root causes and potential workarounds.
• Provide detailed incident reports and root cause analyses (RCAs).
2. Collaboration with Development and Product Teams
• Work directly with developers and engineers to resolve bugs and architectural challenges.
• Provide feedback to product and engineering teams on system reliability and feature enhancement opportunities. Address feature enhancement as agreed with Product. 
• Assist with the design and validation of fixes or improvements to prevent issue recurrence.
• Can resolve some of the issue, while code review conducted by development teams
3. Systemic Improvements
• Identify trends in incidents and recommend systemic changes or upgrades.
• Contribute to the design and implementation of monitoring tools, automated recovery processes, and performance improvements.
• Participate in architectural reviews to improve system reliability and scalability.
4. Knowledge Sharing and Documentation
• Develop comprehensive documentation for troubleshooting, architecture, and issue resolution.
• Provide training and mentorship to Tier 1–2 support team members to improve issue resolution at lower tiers.
• Ensure knowledge bases are up-to-date and accurate.
5. Project Involvement
• Participate in key projects, such as migrations, system upgrades, or new feature rollouts.
• Act as a liaison during major incidents, ensuring effective communication between support, engineering, and external stakeholders.
6. Crisis Management
• Lead efforts during high-severity incidents to minimize downtime and mitigate business impact.
• Define and refine escalation protocols to ensure efficient incident management.

Qualifications:

• Education:
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
• Technical Expertise:
• Deep understanding of software architecture.
• Proficiency in debugging tools and performance profiling.
• Experience with cloud platforms (e.g., AWS, Azure, GCP) and containerization technologies (e.g., Kubernetes).
• Strong programming/scripting skills (NodeJS, React).
• DB experience, preferably MongoDB, PostgreSQL
• Experience with Atlassian tools (Jira, Confluence, OpsGenie, Compass)
• Soft Skills:
• Excellent communication skills for engaging with stakeholders at all levels.
• Strong analytical and problem-solving abilities.
• Ability to remain calm under pressure and lead teams during incidents.
• “Can do” attitude
• Experience:
• 5+ years of experience in technical support, development, or system engineering.
• Previous experience in a senior support or engineering role, with proven expertise in resolving high-complexity issues.

Snappy is the award-winning, all-in-one gifting company that spreads joy, shares gratitude, and takes the guesswork out of gifting.

Founded in 2015, Snappy was named one of Inc.’s fastest-growing companies in the Northeast in 2021, 2022, and 2023. Snappy is the trusted gifting and swag partner to over 43% of Fortune 100 companies as well as thousands of individuals who use Snappy for personal gifting. Snappy has sent more than five million gifts worldwide.

Snappy thrives on connecting people and cultivating meaningful relationships through the power of gratitude and gifting. Our recipient-picks experience ensures gift-givers send the perfect gift every time, for everyone, on every occasion.Snappy has been featured on Fortune’s "Best Small & Medium Workplaces," “Best Workplace for Millennials,” and “Best Workplace in Tech” lists.

We've seen firsthand that our unique product and brand experience boosts employee morale, improves performance, and (most importantly!) spreads joy, so, of course, we practice what we preach! Here at Snappy, we believe wholeheartedly in building a culture of appreciation, dedication, and fun. We offer benefits and perks to our employees including but not limited to: Free healthcare, including vision and dental, generous 401k match, flexible PTO, paid family leave, Snappy Summer Fridays (which we enjoy year-round!), Uber credits for food delivery, and Snappy gifts for employee recognition and appreciation.

Snappy's stance on diversity, equity and inclusion, its active focus on give-back programs, and its fundamental mission to spread joy through the power of gifting all lead the way in unlocking the power of human kindness at work.

Information collected and processed as part of your Snappy hiring process, including as part of your Snappy career profile and in any job applications you choose to submit, is subject to Snappy’s California Privacy Notice for Staff Members and Job Applicants.