Overview
About the Role:
As a key contributor within Instacart’s Platform Support organization, the Technical Support Engineer will play an essential role in troubleshooting and resolving technical queries and platform issues for our Enterprise Partners. Your expertise will enhance our support for a diverse array of products, from Whitelabel services to APIs and IoT solutions. Collaborating closely with Engineering and cross-functional teams, you’ll ensure seamless and effective subject matter expertise, driving continuous improvement and success for our most strategic accounts. If you are customer-centric, self-motivated, and eager to thrive in a dynamic e-commerce environment, this is an exceptional opportunity for you.
About the Team:
Our Platform Support team exemplifies Instacart's commitment to "Rolling Up Our Sleeves" and "Going Far Together." We collaborate closely with Product and Development teams to deliver best-in-class support and solutions. Our team thrives on transparency and problem-solving, embodying the spirit of "Serving Generously" as we foster long-standing partnerships with our Partners by addressing their most complex challenges.
About the Job:
- Utilize statistical techniques to interpret and analyze data, providing actionable insights through ongoing reports.
- Detect and assess trends or patterns within data sets to guide strategic decisions.
- Efficiently manage stakeholder requests via the JIRA Service Desk, ensuring issues are resolved promptly.
- Tackle complex challenges by leveraging extensive research and communication to comply with SLA standards.
- Work with Product and Development teams to drive innovation by building new features and addressing bugs.
About You
Minimum Qualifications:
- Bachelor’s Degree/Technical Diploma in a technical field or 4+ years of related practical experience.
- In-depth knowledge of relational databases (e.g., PostgreSQL, Microsoft SQL Server).
- Experience with telemetry and logging tools (e.g., DataDog, Dynatrace, New Relic, Sentry).
- Proficient with incident & ticket management tools, including Jira, Zendesk, and Intercom, and familiarity with automated workflows.
- Experience with managing multiple testing environments (UAT, prod, etc.).
- Broad understanding of REST APIs and web technologies.
- Proficiency in reading and understanding code in languages such as Ruby or Python.
- Mandatory experience using Git and GitHub.
Preferred Qualifications:
- Ability to communicate complex technical topics clearly to audiences of varying technical expertise.
- Proven experience in creating and maintaining customer-specific playbooks and SOPs.
- Strong strategic planning skills, enabling simultaneous management of multiple projects.
