About the role

Support Engineer enabling onboarding, decommissioning, SQL migrations, and escalated platform support for veterinary software customers. Partnering with engineering, customer success, and implementation teams on reliable technical solutions.

Responsibilities

Execute technical customer onboarding workflows, including environment provisioning, configuration, integration setup, and data imports.
Manage customer decommissioning, including data exports, environment teardown, access revocation, and closure documentation.
Perform structured data migrations with validation, transformation, and quality assurance checks.
Join occasional live customer calls to address data validation questions.
Own, triage, prioritize, and resolve technical tickets escalated by the Customer Experience team.
Troubleshoot environment configuration, integrations, bulk data updates, and platform-level issues.
Partner with Customer Success and Implementation Managers to understand requests and communicate technical outcomes clearly.
Maintain process, runbook, and customer-configuration documentation.
Analyze recurring tickets and develop tooling, automation, or documentation improvements.
Adapt to new tasks, priorities, and projects as organizational needs evolve.

Hands-on AWS ability to verify environment changes and execute smoke tests.
Practical familiarity with AWS RDS, S3, EC2, and ECS.
Proficiency creating, reviewing, merging, and verifying GitHub pull requests.
Exceptional written and verbal English communication skills.
Ability to lead customer calls and explain complex technical concepts in plain language.
Ability to draft high-quality documentation.
Foundational understanding of data privacy, least-privilege access, and secure data handling.
Hands-on experience with Jira, Intercom, Front, or equivalent ticketing systems.
Terraform familiarity is a plus.
Basic Kubernetes understanding is a plus.
Helm experience is a plus.