Technical Support Engineer

Job Description About Reputation Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more. Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike. Why Work at Reputation - Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide. - We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022. - Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata. - The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations. - Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed. - Who thrives at Reputation Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck. - Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback. Job Summary This is your opportunity to become the highest-level technical support escalation point within Reputation. As a Technical Support Engineer, you'll work directly with Engineering to identify and resolve platform-level issues that impact our most complex use cases. You are the final stop before development, responsible for solving deep-rooted bugs and preventing systemic failures. Your impact extends across customer trust, platform reliability, and engineering efficiency. You will own and resolve the most advanced support casesthose requiring deep log analysis, code tracing, infrastructure knowledge, and partnership with developers. In this role, you will drive post-mortem analysis, tool creation, and support process evolution. Your deep product understanding will be key to improving internal tools and reducing escalations over time. Responsibilities - Resolve complex technical issues requiring system-level diagnostics and deep analysis. - Use scripting and tools to reproduce and isolate bugs across the application stack. - Partner with Engineering on code-level bugs, incidents, and performance issues. - Create scripts, internal tools, or automated checks to improve support capabilities. - Contribute to roadmap input, incident post-mortems, and release readiness. - Mentor Tier I and Tier II support staff, offering training and case feedback. Qualifications - Must be a graduate in bachelor's in computer science or related technical field preferred. - 5+ years in technical support or enterprise SaaS environments. - Advanced scripting or programming (e.g., Python, Java, Bash). - Familiarity with REST APIs, system logs, and monitoring tools (e.g., Datadog, New Relic). - Experience with MongoDB, Linux CLI, AWS environments. - Strong documentation and mentoring skills. - Expert troubleshooter with strong system and application knowledge. - Comfortable under pressure and confident in managing high-profile cases. - Enjoys solving hard problems and advocating for technical improvements. - Collaborative, able to work in lockstep with developers and senior stakeholders. - Proactive and thoughtful about driving long-term change in support operations. When You Join Reputation, You Can Expect - Flexible working arrangements. - Career growth with paid training tuition opportunities. - Active Employee Resource Groups (ERGs) to engage with. - An equitable work environment. - We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. - At Reputation, we're committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute. Additionally, we offer a variety of benefits and perks, such as: - Health Insurance & Wellness Benefits: Group Health Insurance: Medical Insurance with floater policy of up to 10,00,000 for employee + spouse + 2 dependent children + 2 parents / parent-in-laws - Maternity Benefits: Medical insurance up to 75,000 INR, 26 weeks of leave for birth, adoption or surrogacy - Life Insurance: Insurance at 3x annual cost to the company (Term Insurance, GPA) - Accident/Disability Insurance: Insured at 3x base salary for permanent total disability, permanent partial disability and temporary total disability (GPA) - OPD: of 7500 per annum per employee Leaves - 10 Company observed holidays a year (Refer to the Holiday Calendar for the Year) - 12 Casual/Sick leaves (Pro-rata calculated) - 2 Earned Leaves per Month (Pro-rata calculated) - 4 Employee Recharge days (aka company holiday/office closed) - Maternity & Paternity (6 months) - Bereavement Leave (10 Days) Car Lease Reputation is offering a Car Lease Program that allows employees to lease a car with no upfront cost or down payment. They benefit from a fixed monthly lease rental and 20-30% tax savings. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice. Applicants only - No 3rd party agency candidates.