GRAX - Technical Support Engineer

Technical Support Engineer (Remote)

GRAX Inc. • Remote, US • $125,000 – $145,000 USD

About GRAX

GRAX is a backup, archive, and restore product for the Salesforce platform, used by Fortune 500, government, financial, and healthcare organizations. GRAX is a remote-first company with distributed operations across the US.

About the Role

The GRAX support team works directly with customers to solve problems and answer questions through support tickets, email, and video conferencing. We value collaboration, communication, and accountability.

As a Technical Support Engineer, you will independently own cases through the full support lifecycle — from initial inquiry through triage, reproduction, escalation, and resolution — and serve as an escalation point for issues that require a technical deep-dive. You will coordinate between customers and the GRAX Support and Engineering teams, and you will begin taking on responsibilities beyond the case queue: contributing to documentation, sharing best practices, and helping newer teammates ramp up.

Responsibilities

• Provide technical assistance to customers via email and screenshare

• Own cases through the full lifecycle — triage, reproduction, debugging, escalation to Engineering, and resolution — and communicate workarounds and long-term fixes back to customers

• Troubleshoot GRAX deployments across both GRAX-hosted and customer-hosted environments, including cloud infrastructure configuration, connectivity, API authentication, and log analysis

• Balance and prioritize a queue of cases, including long-running issues

• Provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and satisfaction

• Participate in a regular 24/7/365 on-call rotation, providing emergency support and coordinating incident communications

• Create and update documentation and knowledge base content based on customer interactions

• Share best practices with teammates and help newer team members ramp up on technical topics

• Suggest improvements to Support workflows and processes

• Share customer feedback and recurring pain points with Product and Engineering to inform features and fixes

Primary Qualifications

• 3+ years of experience in a customer-facing technical support role

• Hands-on Salesforce experience as a user, including a working understanding of objects, fields, and the underlying data model

• Working knowledge of AWS (EC2, S3, RDS, IAM, VPC/networking) or Azure (Virtual Machines, Blob Storage, Azure SQL Database, Entra ID/RBAC, VNet/networking) beyond the basics, including the ability to debug configuration and connectivity issues in customer environments

• Experience troubleshooting REST and SOAP APIs (authentication, request/response inspection, error codes) and comfort with CLI tooling

• Comfortable working in a Linux environment — navigating the file system, inspecting logs, and running basic troubleshooting commands

• Proficiency using logging and metrics services (e.g., DataDog) to triage problems and verify resolutions

• Experience managing cases end-to-end, including writing bug reports for engineering handoff

• Experience writing support content or product documentation

• Ability to communicate complex technical topics clearly to customers and coworkers of varying technical skill levels, in writing and verbally

• Organized, customer-oriented approach to prioritizing a changing queue of issues, and a calm, methodical approach to emergent issues

• Comfortable working independently in a fully remote environment

Preferred Qualifications

• Salesforce Administrator or Developer experience (Certified Administrator, Platform Developer I, or equivalent hands-on work)

• Scripting or programming proficiency (JavaScript, Apex, SQL, bash, or similar)

• Working knowledge of Google Cloud Platform (Compute Engine, Cloud Storage, Cloud SQL, IAM, VPC/networking)

• Cloud certifications (e.g., AWS Cloud Practitioner, Azure Fundamentals)

Benefits

• Fully remote

• Flexible PTO

• Healthcare, dental, vision, and life insurance coverage

• 401k

Inclusion Promise

GRAX embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.