Reporting to the Technical Support Manager, you will join a team of troubleshooting experts within Checkr's Support organization who are dedicated to resolving complex technical issues and maximizing customer loyalty. In this role, you will own deep-dive technical investigations, debug application-level and API issues, manage escalations to engineering, and serve as an incident communications liaison during on-call rotations. You will partner closely with our Frontline Support, Engineering, Customer Success and Partner Integration teams to deliver rapid resolutions and drive Checkr's platform reliability and growth.

What you'll do

• Deliver high-quality technical support to customers and partners by investigating complex inquiries via Salesforce ticketing and live screen sharing sessions.
• Conduct deep-dive troubleshooting at the application level using Snowflake, Datadog and API log analysis, escalating unresolved issues to Engineering with clear reproduction steps.
• Execute standard operating procedures and adapt beyond pre-written runbooks to resolve intricate manual technical support tasks efficiently.
• Act as the communications liaison during 24/7 on-call rotations, translating technical engineering updates into clear customer communications and status page updates during critical incidents.
• Track and manage technical escalations, incident remediation tasks, and operational process improvements in Jira using team Kanban boards.
• Contribute to and maintain internal technical documentation in Confluence to share knowledge and foster continuous team learning.

What you bring

• 2+ years of experience in a customer-facing technical support or engineering role within a SaaS environment, with hands-on experience troubleshooting REST APIs using tools like cURL and Postman.
• Demonstrated technical troubleshooting ability and working knowledge of SQL, engineering fundamentals, and observability platforms such as Datadog or Prometheus (familiarity with Python or Ruby on Rails is a plus).
• Exceptional written and verbal communication skills in English, with the ability to convey complex technical concepts clearly and empathetically to non-technical stakeholders.
• Strong attention to detail, rigorous prioritization skills, and the ability to manage multiple high-priority investigations simultaneously.
• Willingness and ability to participate in a scheduled 24/7 on-call rotation for incident management and customer communication.
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.