Support Engineer
You will investigate complex customer issues, communicate clearly, and work with engineering teams on durable resolutions.
About the role
The work includes technical diagnosis, customer communication, incident coordination, escalation, monitoring, documentation, automation, and product feedback.
What you'll do
- Investigate and resolve complex technical support issues using documentation, logs, traces, and reproducible tests.
- Communicate status, impact, workarounds, and resolutions clearly to customers and internal teams.
- Coordinate urgent escalations and partner with engineering and product teams when deeper changes are required.
- Improve runbooks, monitoring, tooling, escalation paths, and recurring-issue prevention.
What we're looking for
- Experience in technical product support, production operations, or customer-facing software engineering.
- Strong troubleshooting skills across APIs, authentication, logs, and cloud software.
- Scripting or software engineering ability for diagnosis and support automation.
- Crisp, kind communication and strong empathy for customers under pressure.
Preferred experience
- Experience with incident response, monitoring, service objectives, or enterprise authentication.
Equal opportunity
Entlegnant, the company behind Leiolai, is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, veteran status, genetic information, or any other status protected by law.
Applicants must be at least 18. If you need an accommodation during the application process, email talent@leiolai.com.
Apply
Submit your resume and a few details below. A cover letter is optional.