Support Engineer

<div class="content-intro"><p><span style="font-weight: 400;"><strong>About Checkr<br></strong></span>Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. <br><br>We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on <a href="https://www.forbes.com/lists/cloud100/" target="_blank">Forbes Cloud 100 2025 List</a> and is a Y Combinator 2024 <a href="https://www.ycombinator.com/blog/yc-top-companies-2024">Breakthrough Company</a>.</p></div><p><strong>About the team/role:</strong></p> <p>As a Support Engineer II, you will assist Checkr customers with technical issues in production, and serve as a bridge between support and engineering at Checkr. This role is ideal for someone with strong customer service skills who shows a promising trajectory towards a career path in software development or engineering. In this role, you will: </p> <ul> <li>Handle complex debugging and troubleshooting necessitating a high level of technical expertise, and create world-class customer experiences with rapid resolutions and stellar communications.</li> <li>Act as the primary point of contact between engineering, customers and customer-facing teams, creating and managing escalations in Jira, minimizing resolution times and increasing the efficiency of engineering engagements.</li> <li>Participate in a 24/7 on-call rotation as customer communication liaison, drafting customer communications, updating the company status page, and ensuring customer-facing teams have the information they need to maintain a superb customer experience during incidents.</li> </ul> <p><strong>What you’ll do:</strong></p> <ul> <li>Provide quality technical support to our customers and partners, leveraging our Salesforce ticketing system and customer screen sharing calls.</li> <li>Troubleshoot code and conduct deep-dive investigations up to the application level, utilizing tools such as DataDog, Snowflake, and API logs analysis, escalating to engineering when necessary.</li> <li>Utilize pre-written scripts and runbooks to efficiently handle complex manual support tasks.</li> <li>Execute high visibility critical incident communications, translating impact information from engineering to customers and customer-facing teams during 24/7 on-call shifts. </li> <li>Manage escalations, incident-related remediation tasks and process improvements in Jira using our team’s kanban boards. </li> <li>Contribute to internal team documentation in Confluence, fostering a continuous learning environment.</li> </ul> <p><strong>What you bring</strong></p> <ul> <li>2+ years of experience in a customer-facing technical role in a SaaS company, including hands-on experience with APIs and technical support for API products, </li> <li>Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams. Tools expertise including cURL and Postman. Familiarity with Python and Ruby on Rails would be helpful.</li> <li>Exceptional communication skills, capable of explaining complex information to non-technical audiences in a clear, empathetic manner.</li> <li>Strong attention to detail and effective time management skills.</li> <li>High level of English proficiency.</li> <li>Strong proficiency in SQL, basic understanding of engineering principles, and experience with observability tools like Datadog, Prometheus, etc.</li> <li><span data-sheets-root="1">An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes</span></li> </ul> <p><strong>What you’ll get</strong></p> <ul> <li>A fast-paced and collabor ... (truncated, view full listing at source)