Tier II Support Engineer

The Tier II Support Engineer at Metrc is responsible for resolving the most complex and technically challenging system and API issues that cannot be addressed by the General Support team. This role goes beyond traditional support - it combines deep troubleshooting with a developer mindset, using code-driven approaches to diagnose, automate, and permanently resolve recurring issues. Acting as a critical bridge between Support and Development, the role performs root cause analysis, builds tooling and scripts to accelerate resolution, creates detailed JIRA tickets for the development team, and drives escalated issues to closure. The ideal candidate is someone who sees a manual, repetitive process and instinctively thinks about how to solve it with code., Core duties and responsibilities include the following. Other duties may be assigned.

• Serve as the final escalation point within Support for complex system and API issues, using log analysis, database queries, API testing, and scripting to diagnose root causes.
• Create and manage detailed JIRA tickets - including reproduction steps, logs, and proposed fixes - to accelerate Development team resolution.
• Write scripts and tooling (Python, PowerShell, SQL, API utilities) to automate repetitive troubleshooting and reduce time-to-resolution.
• Identify recurring issue patterns and drive permanent, code-based solutions such as bug fixes, data migration scripts, or internal tools.
• Build and maintain internal support automation - diagnostic scripts, dashboards, and workflow tools that empower the broader team to self-serve.
• Proactively communicate status updates, timelines, and workarounds to end users and stakeholders throughout the resolution process.
• Create and maintain troubleshooting guides, runbooks, and knowledge base articles with a preference for executable, code-backed documentation.

Do you have experience in Web applications?, * 3-5 years in technical support with proven ability to resolve complex software, API, or system issues.

• Proficient in at least one scripting language (Python, PowerShell, Bash, JavaScript, or C#) and comfortable writing code daily.
• Working knowledge of SQL, RESTful APIs, and tools like Postman or curl for debugging and validation.
• Solid understanding of web applications, networking fundamentals, and distributed systems.
• Exposure to DevOps concepts (Git, CI/CD, Docker/Kubernetes) is a plus.
• Strong communicator who can translate technical findings for both technical and non-technical audiences.
• A builder’s mentality - defaults to “how can I automate this?” over doing it manually again.
• Must be based and work in the US.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Remote position
• Frequently required to sit
• Frequently required to talk or hear
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse.

Metrc is the most trusted and experienced provider of cannabis regulatory systems in the United States and is growing extremely rapidly to expand globally. We provide a solution that combines advanced software, radio-frequency identification (RFID) technology, a dedicated customer-support team, and a secure database to track and trace cannabis from growth, harvest, and processing to testing, transport, and sale. As the Tier II Support Engineer, you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great processes and procedures in a commercial setting at a fast-growing technology company.