Technical Support Engineer

The Martell Group is hiring a full-time Technical Support Engineer to own the customer support queue end to end. The role requires strong diagnostic instincts and the patience to work through ambiguous symptoms. The ideal candidate will have 2-4 years of experience in technical support, DevOps, SRE, or similar roles, with strong Linux command-line skills and familiarity with AWS services.

Requirements

• Triage and resolve customer support tickets
• Prioritize issues based on frequency and customer impact
• Diagnose third-party API key and billing issues
• Debug container connectivity and reachability across different deployment types
• Investigate agent memory loss and continuity failures
• Trace configuration delivery issues through the deployment pipeline
• Verify browser automation tools function correctly inside containers
• Identify functionality breaks caused by upstream package updates
• Analyze health monitoring data to distinguish real outages from false alarms
• Guide customers in checking billing dashboards and API console settings
• Escalate issues with clear, well-documented findings

Benefits

• Life insurance
• Paid vacation
• Retirement plan
• Employee recognition and rewards