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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # GRAX - Technical Support Engineer - **Company:** AS ENTERPRISES INC - **Location:** Boston, MA, United States (Remote available) - **Experience:** Expert - **Salary:** $125,000.0 - $145,000.0 - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Application Programming Interfaces (APIs), Amazon Web Services, Amazon Elastic Compute Cloud, Amazon S3, User Authentication, Microsoft Azure, Bash Shell, Cloud Computing, Cloud Database, Cloud Storage, Computer Programming, Software Debugging, Linux, File Systems, Error Codes, Identity and Access Management, Log Analysis, SQL Azure, Role-Based Access Control, Salesforce.Com, SQL Databases, Virtual Machines, Datadog, Data Logging, Apex Code, Scripting, Google Cloud, SOAPAPI, Amazon Virtual Private Cloud (VPC), Amazon Relational Database Service, Bug Reporting - **Published:** September 11, 2026 - **Apply:** https://www.careerjet.com/job/uscd68bcef0e83ee19d5e8604dfc5c6eff/eaa ## About the Role 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) ## Description 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, Job Description: Saab Inc., Autonomous and Undersea Systems division is seeking an innovative and experienced Senior Staff Electrical Engineer to support our growing team working… + 8 days ago + ## Related Videos - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Software Engineering Social Connection: Yubo’s lean approach to scaling an 80M-user infrastructure](https://www.wearedevelopers.com/videos/1583-software-engineering-social-connection-yubo-s-lean-approach-to-scaling-an-80m-user-infrastructure) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)