Customer Support Engineer

Remote

Tonic is looking for our first Customer Support Engineer! In this role, you will assist our customers with technical problems, resolve customer queries, recommend solutions and guide users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust and who truly enjoys troubleshooting complex technical issues.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during pre- and post-sales.

What You’ll Do:

  • Become a technical expert in Tonic and how our customers use the Tonic platform
  • Troubleshoot and resolve incoming technical support requests from customers
  • Communicate gracefully with customers: gather info, provide diagnostic and resolution steps, and convey guidance on how best to use the product
  • Adhere to Tonic’s SLAs, including high-severity urgent cases
  • Contribute to product documentation, customer knowledge base, and best practices guides
  • Continuously improve process and tools in collaboration with the team
  • Periodic on-call rotation
  • Collaborate with Customer Success Managers to schedule, coordinate, and lead customer debugging calls
  • Work closely with the Engineering team to troubleshoot complex product issues that may require code changes

What You’ll Bring:

  • 3+ years of Support Engineering experience or a comparable customer-facing technical role
  • Organized, detail oriented, and biased towards action
  • Deep curiosity for how things work and a passion for helping customers troubleshoot issues
  • Experience deploying software with Docker and Kubernetes
  • Familiarity with databases, ideally both administration as well as accessing data
  • Strong knowledge of Unix/Linux
  • Experience interacting with with REST APIs through scripting languages (e.g. Python, Bash) and command line tools
  • General understanding of DevOps, specifically how the software development process works and where tools like source control, CI/CD, and Tonic fit into a developers workflow
  • Comfortable reading and debugging complex code

Benefits We Offer:

  • Competitive salary and equity
  • Unlimited paid time off
  • 401k plan with employer contribution
  • Medical, dental, and vision insurance
  • One Medical membership
  • Generous parental leave policy
  • Remote-friendly work environment  

Who We Are:

Tonic.ai mimics your production databases to create safe, high-quality, synthetic data to be used by your developers in their local environments. Thousands of developers use data generated with Tonic.ai daily to accelerate their CI/CD pipelines in industries as broad-ranging as healthcare, financial services, logistics, education, and e-commerce. Working with customers like eBay, the NHL, and ClassPass, Tonic.ai has quadrupled our business in the past 12 months. We are expanding our team to take us to the next level of growth — join us!