Platform Support Engineer
Core
Escalation resource for complex platform-level cases, conducting deep-dive root cause analysis and database-level investigation for Intradiem's Dynamic Workforce Orchestration platform.
Role type
Senior Platform Support Engineer (SaaS)
Builds
Real-time workforce orchestration platform connecting people, technology, and data for customer service teams.
Domain
SaaS / Workforce Management / Customer Service Technology
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Root cause analysis, Database administration (SQL Server), SQL scripting, Service-oriented architecture, Monitoring and alerting, Log aggregation, Troubleshooting tools (Fiddler, Wireshark, Debugview, Process Monitor), Windows systems administration, Change control governance, Technical mentorship, Incident triage and prioritization
Preferred skills
Call center technology, Workforce management platforms, Salesforce/CRM, ITIL Foundation certification
Technologies
Microsoft SQL Server, Grafana, Site24x7, ELK, Keycloak, Salesforce, Confluence, Windows/Linux
Responsibilities
Conduct deep-dive root cause analysis on critical/recurring issues; Write and execute approved database scripts; Own triage and maintenance of technical bug backlog; Serve as liaison between Technical Experience and Sustaining Engineering; Lead development of advanced knowledge content and diagnostic tooling; Drive improvement projects for monitoring and automation; Provide technical mentorship to support engineers; Administer monitoring/alerting platforms and dashboards; Maintain platform access, licensing, and documentation.
Seniority
Senior, hands-on IC
