Enterprise Desktop Support Engineer providing IT support for employees across FanDuel Group. Engaging in IT operations and contributing to projects with a customer - first mindset.
About the role
- Technical Support Engineer diagnosing technical issues for B2B SaaS company Swarmia. Collaborating with customers and internal teams to enhance developer productivity.
Responsibilities
- Develop a deep understanding of Swarmia’s product and architecture to diagnose and resolve technical issues
- Own customer support cases from first contact through resolution
- Troubleshoot issues using logs, data pipelines, and customer configurations
- Help customers configure, use, and get the most out of Swarmia
- Provide clear, concise support via Slack, email, chat, and video calls
- Work closely with the product and engineering teams to communicate customer feedback, edge cases, and recurring issues
- Identify patterns in support requests and help improve documentation, tooling, and product reliability
- Document technical findings, known issues, and resolutions for internal and external use
Requirements
- Degree in Information Technology, Computer Science, or experience in a relevant field
- Proven experience (2+ years) as a Technical Support Engineer, Solutions Engineer, Software Engineer, or similar role
- Hands-on experience with log-based troubleshooting and familiarity with CI/CD pipelines using GitHub or similar tools
- Solid understanding of software development processes and engineering practices
- Hands-on experience with SQL
- Exceptional problem-solving and communication skills
Benefits
- $85,000 – $105,000 annual salary plus meaningful equity.
- Comprehensive benefits, including 401(k) matching.
- Flexible model of work
- Great work-life balance — we’re a startup, but we don’t work at an unsustainable pace (many of us have kids and other responsibilities beyond work).
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