Solutions Support Engineer L5, Eng Productivity

What you'll do

• Troubleshoot and resolve technical requests and issues for the internal engineering workforce.
• Automate support processes and develop runbooks to improve operational efficiency.
• Maintain and improve support tools and infrastructure to reduce product friction.
• Create comprehensive technical documentation and self-service knowledge bases for developers.
• Provide feedback and insights on customer sentiment to Product Managers and Engineering teams.
• Monitor and handle customer requests while ensuring visibility into ongoing blockers.
• Develop scripts and tools to enhance the overall engineering support experience.

What we're looking for

• Minimum of 5 years of professional support or engineering experience, particularly with JavaScript technologies and platforms.
• Strong proficiency in JavaScript and Node.js across the stack, including front-end UI, tooling, and HTTP servers.
• Hands-on experience using GenAI coding assistants and agentic tools to troubleshoot and automate work.
• Working knowledge of GraphQL and federated-graph architecture, including schema design and query troubleshooting.
• Proficiency in front-end frameworks like React, Angular, or Vue.js, along with HTML5, CSS3, and Web APIs.
• Experience developing tools and scripts to automate processes and improve efficiency.
• Strong understanding of version control tools like GitHub, including branching, merging, and pull requests.
• Familiarity with Node GRPC, service-to-service IPC calls, and Protobuf protocol (preferred).