Job Description
We’re looking for a Software Support Engineer to join our Platform Operations team, focusing on Tier 2 technical support for the Arc XP platform. In this role, you’ll be the technical escalation point for complex customer issues, working closely with our Customer Support team (ACS) and engineering teams to ensure optimal platform performance and customer satisfaction.
What You’ll Do
- Serve as the technical escalation point for complex support issues from our Tier 1 team
- Lead live incident investigation calls and coordinate resolution efforts across Engineering teams
- Perform root cause analysis across infrastructure, customer code, and platform components
- Debug and troubleshoot issues across our tech stack (Python, JavaScript/Node.js, AWS)
- Create and maintain technical documentation and knowledge base articles
- Collaborate with engineering teams on complex technical issues
- Participate in on-call rotation (one week per month or less) for critical platform support
- Drive improvements to our support processes and tooling based on observed patterns
What You’ll Need
- 5+ years of experience in technical support or software engineering
- Strong debugging skills and experience with web technologies
- Proficiency in Python and JavaScript/Node.js
- Experience with AWS services and cloud infrastructure
- Understanding of RESTful APIs and microservices architecture
- Experience with monitoring tools like DataDog or similar
- Strong problem-solving abilities and analytical thinking
- Excellent written and verbal communication skills
Nice to Have
- Experience with CDN technologies
- Experience working with caching and troubleshooting HTTP workflows
- Experience testing APIs with Postman
- Experience with incident management and on-call responsibilities
- Background in media or publishing industries
- Experience with ticket management systems (Jira)
What We Offer
- Opportunity to work on a platform serving major media organizations
- Collaborative environment with experienced engineering teams
- Focus on continuous learning and knowledge sharing
- Clear career progression path
- Competitive compensation and benefits package
Arc XP’s mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.
