Platform Support Engineer

We encourage our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

• Serve as an escalation resource for complex platform-level cases referred by the case-owning Technical Support Engineer or Senior Technical Support Engineer, engaging on issues that exceed the scope of standard troubleshooting and providing the additional review needed before further escalation to Sustaining Engineering or DevSecOps.
• Conduct deep-dive root cause analysis on critical and recurring issues, including database-level investigation, log analysis, and platform-level diagnostics.
• Write, review, and execute approved database scripts to perform functions that require elevated access, in accordance with Intradiem's change control and governance standards.
• Own the triage, prioritization, and maintenance of the technical bug backlog in Salesforce, providing regular reporting to Engineering and CX leadership.
• Serve as the primary liaison between the Technical Experience team and Sustaining Engineering, attending engineering syncs and sprint reviews to keep both teams informed of active issues, known defects, and product changes.
• Collaborate with Technical Experience and Engineering leadership to define and enforce escalation criteria, ensuring only appropriately complex cases reach the Sustaining Engineering queue.
• Partner with internal teams to resolve cases with significant business impact to the customer and/or Intradiem.
• Lead the development and maintenance of advanced knowledge content, runbooks, and diagnostic tooling to improve resolution speed and knowledge transfer across the Technical Experience team.
• Participate in and drive improvement projects including monitoring enhancements, alerting solutions, automation tooling, and support process optimization.
• Provide technical mentorship to Technical Support Engineers, elevating the overall technical capability of the team.
• Own day-to-day administration of monitoring and alerting platforms (Grafana, Site24x7, ELK, and internal alerting tools), including creating, modifying, testing, and silencing alerts, maintaining dashboards, and onboarding new data sources and hosts (e.g., HRIS feeds, Windows/Linux systems).
• Maintain platform access and licensing tasks, including Keycloak user administration and client license updates.
• Maintain monitoring and alerting documentation in Confluence, including the Alert Runbook.
• Hours of operation are M–F, 8 AM EST to 8 PM EST with on-call availability for Priority 1 escalations outside of standard hours.
• Conduct all business in accordance with Intradiem's policies and procedures.
• Perform all other duties as assigned.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 7+ years of experience in technical product support, software development, or a senior technical troubleshooting capacity.
• 3+ years of experience in the following areas:
• SaaS support at a senior or platform level
• Microsoft SQL Server
• Writing and executing SQL scripts in production or near-production environments
• Deep understanding of service-oriented architecture (required).
• Demonstrated experience with monitoring, alerting, and log aggregation solutions (required).
• Experience with troubleshooting tools such as Fiddler, Wireshark, Debugview, or Process Monitor.
• Experience with Call Center Technology, Software, or Workforce Management Platforms strongly preferred.
• Salesforce or comparable CRM experience, including case management and reporting.
• Advanced to Expert knowledge of Windows systems administration.
• Familiarity with change control processes and governance standards for production database access.
• ITIL Foundation certification preferred.
• Exceptional analytical and problem-solving skills within complex, multi-system technical environments.
• Ability to operate independently with minimal direction, manage competing priorities, and make sound technical judgments under pressure.
• Strong communicator capable of conveying technical detail clearly to both engineering peers and non-technical business stakeholders.