Technical Support Engineer (L5) - Productivity

Professional Experience: A minimum of 5 years of professional support or engineering experience, particularly with JavaScript technologies and platforms Strong proficiency in JavaScript and Node.js: ability to work with JavaScript across the stack from front-end UI, to tooling, to http servers GenAI fluency: Hands-on use of AI coding assistants / agentic tools (Claude Code, Cursor, MCP) to troubleshoot, automate, and accelerate work GraphQL: Working knowledge of GraphQL and federated-graph architecture (schema design, resolvers, query troubleshooting) Experience with Modern Web Technologies: including HTML5, CSS3, and Web APIs Front End Build Tools: Familiarity with frontend build tools and package managers (e.g., Webpack, Babel, npm, Yarn) Understanding of responsive design principles and cross-browser compatibility issues. UI design principles and tools: Experience with common design tools such as Figma, Sketch, and Adobe XD Front-End Frameworks: Proficiency in front-end frameworks such as React, Angular, or Vue.js. Familiarity with RESTful APIs, GraphQL, and microservices architecture Experience with server-side templating languages and frameworks Authentication Mechanisms: Understanding of authentication and authorization mechanisms (e.g., OAuth, JWT) Automation and Scripting: Experience in developing tools and scripts to automate processes and improve efficiency, with a strong focus on continuous improvement Git: Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts Customer Support: Demonstrated ability to provide superior customer support across a complex organization, with a focus on enhancing the customer experience Communication Skills: Excellent written and verbal communication skills, with an appreciation for the importance of comprehensive documentation Collaboration Skills: Strong collaboration skills and experience working with cross-functional teams Technical Documentation: Passion for creating technical documentation and tutorials, with a deep understanding of what makes an effective knowledge base Problem-Solving Skills: Strong problem-solving skills and the ability to troubleshoot complex issues in a dynamic environment Adaptability: Ability to adapt to new tools and technologies quickly, and a willingness to continuously learn and grow in the field of observability and monitoring Support Infrastructure Design: Experience building and maintaining mature support infrastructure