Job Description
Role Overview:
As a Technical Support Engineer at Arc XP, you'll be the technical escalation point for our enterprise publishing platform, diving deep into customer-impacting issues and working cross-functionally to drive resolutions.
Key Responsibilities:
- Own complex technical escalations from our T1 support team, performing root cause analysis across our cloud infrastructure, application layer, and customer implementations.
- Debug and troubleshoot production issues in real-time using tools like DataDog, AWS CloudWatch, and network analyzers.
- Partner with engineering teams to resolve critical customer-impacting incidents while maintaining SLA commitments.
- Build and maintain our knowledge base to document common issues, workarounds, and permanent fixes.
- Analyze support trends to identify opportunities for platform improvements and customer success.
- Provide technical guidance to T1 support specialists to enable faster resolution at first contact.
Want more jobs like this?
Get jobs delivered to your inbox every week.
- 2+ years of B2B technical support experience in a SaaS environment or a comparable combination of experience in customer service and technical roles.
- Proven track record of resolving complex technical issues in a customer-facing role.
- Proficiency in at least one programming language, such as Python, JavaScript, or Java, with the ability to read and debug code.
- Experience with modern web technologies (REST APIs, Microservices, CDNs).
- Experience testing APIs using tools such as Postman or curl.
- Experience with incident management and on-call responsibilities.
- Hands-on troubleshooting experience with cloud platforms (preferably AWS).
- Outstanding written and verbal communication skills in English, for both, technical and non-technical audiences.
- Experience with CDN technologies.
- Experience with monitoring tools like DataDog, Splunk, or similar.
- Experience with ticket management systems like Jira.
Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey:
- Competitive medical, dental and vision coverage
- Company-paid pension and 401(k) match
- Three weeks of vacation and up to three weeks of paid sick leave
- Nine paid holidays and two personal days
- 20 weeks paid parental leave for any new parent
- Robust mental health resources
- Backup care and caregiver concierge services
- Gender affirming services
- Pet insurance
- Free Post digital subscription
- Leadership and career development programs
The salary range for this position is:
74,200.00 - 123,600.00 USD Annual
The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.
The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.
The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?
#washpostlife