Platform Support Engineer

Intradiem • $100K — $120K *

US-AnywhereRemote in United States

Information Technology

5 - 7 years of experience

1 month ago

Job Overview by Ladders

Qualifications

Bachelor's degree in Computer Science or related field.
7+ years of experience in technical product support or software development.
3+ years of SaaS support experience at a senior or platform level.
Proficiency in Microsoft SQL Server and SQL scripting.
Strong understanding of service-oriented architecture.
Experience with monitoring and alerting tools required.
Familiarity with CRM tools like Salesforce.

Responsibilities

Serve as an escalation point for complex platform-level cases from support engineers.
Conduct root cause analyses on critical issues, performing database and log investigations.
Write and execute database scripts in compliance with governance standards.
Manage the technical bug backlog in Salesforce, reporting to leadership.
Act as the liaison between Technical Experience and Sustaining Engineering.
Collaborate to define escalation criteria for complex cases going to Sustaining Engineering.
Participate in improvement projects including monitoring enhancements and automation.

Benefits

Opportunity for technical mentorship within the team.
Collaboration with Engineering and Technical Experience leadership.
Engagement in process optimization and improvement projects.
On-call availability for Priority 1 escalations ensures significant business impact is addressed.

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Full Job Description

Your Role:

Serve as an escalation resource for complex platform-level cases referred by the case-owning Technical Support Engineer or Senior Technical Support Engineer, engaging on issues that exceed the scope of standard troubleshooting and providing the additional review needed before further escalation to Sustaining Engineering or DevSecOps.
Conduct deep-dive root cause analysis on critical and recurring issues, including database-level investigation, log analysis, and platform-level diagnostics.
Write, review, and execute approved database scripts to perform functions that require elevated access, in accordance with Intradiem's change control and governance standards.
Own the triage, prioritization, and maintenance of the technical bug backlog in Salesforce, providing regular reporting to Engineering and CX leadership.
Serve as the primary liaison between the Technical Experience team and Sustaining Engineering, attending engineering syncs and sprint reviews to keep both teams informed of active issues, known defects, and product changes.
Collaborate with Technical Experience and Engineering leadership to define and enforce escalation criteria, ensuring only appropriately complex cases reach the Sustaining Engineering queue.
Partner with internal teams to resolve cases with significant business impact to the customer and/or Intradiem.
Lead the development and maintenance of advanced knowledge content, runbooks, and diagnostic tooling to improve resolution speed and knowledge transfer across the Technical Experience team.
Participate in and drive improvement projects including monitoring enhancements, alerting solutions, automation tooling, and support process optimization.
Provide technical mentorship to Technical Support Engineers, elevating the overall technical capability of the team.
Own day-to-day administration of monitoring and alerting platforms (Grafana, Site24x7, ELK, and internal alerting tools), including creating, modifying, testing, and silencing alerts, maintaining dashboards, and onboarding new data sources and hosts (e.g., HRIS feeds, Windows/Linux systems).
Maintain platform access and licensing tasks, including Keycloak user administration and client license updates.
Maintain monitoring and alerting documentation in Confluence, including the Alert Runbook.
Hours of operation are M-F, 8 AM EST to 8 PM EST with on-call availability for Priority 1 escalations outside of standard hours.
Conduct all business in accordance with Intradiem's policies and procedures.
Perform all other duties as assigned.

Your Background:

Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 7+ years of experience in technical product support, software development, or a senior technical troubleshooting capacity.
3+ years of experience in the following areas:
SaaS support at a senior or platform level
Microsoft SQL Server
Writing and executing SQL scripts in production or near-production environments
Deep understanding of service-oriented architecture (required).
Demonstrated experience with monitoring, alerting, and log aggregation solutions (required).
Experience with troubleshooting tools such as Fiddler, Wireshark, Debugview, or Process Monitor.
Experience with Call Center Technology, Software, or Workforce Management Platforms strongly preferred.
Salesforce or comparable CRM experience, including case management and reporting.
Advanced to Expert knowledge of Windows systems administration.
Familiarity with change control processes and governance standards for production database access.
ITIL Foundation certification preferred.
Exceptional analytical and problem-solving skills within complex, multi-system technical environments.
Ability to operate independently with minimal direction, manage competing priorities, and make sound technical judgments under pressure.
Strong communicator capable of conveying technical detail clearly to both engineering peers and non-technical business stakeholders.

Work Authorization:Candidates must have the legal right to work in the country where the role is based at the time of application. Verification of identity and employment eligibility will be required during onboarding.

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About Intradiem

Intradiem is a software company that provides workforce automation solutions. The company was founded in 1995 and is headquartered in Atlanta, Georgia. Intradiem's solutions help companies optimize their workforce by automating tasks such as call routing, scheduling, and training. The company's software uses artificial intelligence and machine learning to analyze data and make real-time decisions. Intradiem's customers include companies in the financial services, healthcare, and telecommunications industries. The company has offices in the United States, Canada, and India.

Learn more about Intradiem

Size

100 employees

Industry

Enterprise Technology

Founded

1995

* Ladders Estimates

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