Support Engineer troubleshooting complex API, integration, and production incidents for OpenAI’s Premium Support customers. Improving reliability through monitoring, runbooks, automation, and postmortems.
About the role
- Senior Technical Support Specialist at XR providing expert support, automation, and mentorship for technical issues. Examples include troubleshooting APIs, cloud platforms, and system integrations.
Responsibilities
- Act as a senior escalation point for complex L2/L3 platform, workflow, and integration issues.
- Troubleshoot issues across distributed systems, APIs, cloud infrastructure, and internal platforms (e.g., XR Adstream/ XR ExtremeReach, AppCentral, Phoenix, Prodigy).
- Perform deep log analysis, API inspection, and backend validation to identify root causes.
- Own complex tickets through resolution while maintaining SLA accountability.
- Partner with Engineering, DevOps, and Product teams during incidents and problem investigations.
- Identify repetitive or high-effort support tasks and design automation solutions to improve efficiency and reliability.
- Build and maintain scripts, utilities, or lightweight tools using JavaScript, Bash, SQL, or similar technologies.
- Leverage AI-assisted tools (e.g., LLM-based copilots, automation frameworks, Cursor or similar AI coding tools) to:
- Accelerate troubleshooting and diagnostics
- Improve script and automation development
- Assist in knowledge creation and documentation
- Contribute to or enhance monitoring and alerting automation using platforms such as CloudWatch, Datadog, Grafana, Zabbix, or similar.
- Continuously evaluate emerging support technologies and recommend improvements.
- Provide expert-level support for:
- RESTful APIs (JSON/XML), authentication flows, and system integrations
- Cloud platforms (AWS and/or Azure)
- Linux/UNIX and Windows server environments
- Databases (SQL / NoSQL) including query analysis and performance validation
- Use tools such as Postman, Git/GitLab, Jenkins, and CI/CD pipelines to diagnose and validate system behavior.
- Support file processing, transcoding, and media workflows where applicable.
- Serve as a technical mentor for Technical Support Specialists, helping them resolve complex issues and grow technical depth.
- Create and maintain high-quality technical documentation, runbooks, and troubleshooting guides.
- Actively contribute to knowledge transfer, especially complex or legacy systems.
- Lead or support internal training sessions on tools, platforms, or recurring issue patterns.
- Participate in major incident management, providing technical leadership and structured analysis.
- Contribute to or lead root cause analysis (RCA) and post-incident reviews.
- Identify systemic issues and recommend long-term corrective actions.
- Support continuous improvement initiatives across support operations.
Requirements
- 5+ years of experience in L2/L3 technical support, production support, technical video knowledge, or site reliability–adjacent roles.
- Strong hands-on experience with:
- Linux/UNIX systems and networking fundamentals
- REST APIs, JSON/XML, and backend troubleshooting
- SQL (T-SQL, MySQL, or similar) and NoSQL concepts
- Scripting (JavaScript, Bash, or equivalent)
- Cloud platforms (AWS and/or Azure)
- Experience with monitoring, logging, and observability tools.
- Familiarity with CI/CD tooling and version control (Git).
- Experience working with automation-first support models.
- Practical experience using AI-assisted development or support tools (e.g., Cursor, GitHub Copilot, internal LLM tools).
- Ability to responsibly apply AI for troubleshooting, automation, and documentation—while validating outputs critically.
- Experience designing or improving support automation workflows.
- Exceptional problem-solving mindset with strong analytical thinking.
- Clear, concise communicator—able to explain complex technical issues to both technical and non-technical audiences.
- Strong ownership mentality; comfortable operating independently on high-impact issues.
- Highly organized, detail-oriented, and process-driven.
- Collaborative team player with the ability to work effectively across time zones and cultures.
- Calm and effective under pressure, especially during incidents or outages.
- Proactive, curious, and continuously learning.
- ITIL certification or strong familiarity with ITSM principles.
- Experience in media, broadcast, OTT, or digital content platforms.
- Experience improving Zendesk or similar ticketing platforms through automation, workflows, or integrations.
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