Support Engineer

Job description

Support Engineer Reports To: Director of Engineering Summary AxisCare is hiring a full-time, fully remote Support Engineer to protect Engineering's capacity, give the Support team greater leverage, and make sure the problems that matter most get seen and fixed fast. You'll report into Engineering but embed daily with the Support team. They handle most customer issues directly, but the particularly tough cases they can't crack land on your desk, and you'll work with them to diagnose the problem and resolve it. When it's a real bug, you'll hand Product and Engineering a clean, well-scoped ticket with everything they need to fix it quickly. But the lasting impact of this role isn't in solving individual tickets. It's in building the systems that help the whole Support team get better: the things that help them answer their own questions before they need to ask you, and help you answer yours before you need to ask a PM or software engineer. If you do great work here and want to grow into a software engineering role, we'll be excited to support that career growth. This seat is on the Engineering team for a reason. What You'll Do Own the escalation path above the Support team's top tier. Diagnose and resolve the issues that have them stumped by scouring logs and dashboards, running database queries, and drawing on your growing knowledge of our systems. Build the systems that give the Support team leverage: runbooks, diagnostic scripts, automations, internal dashboards, tighter escalation workflows, and AI-assisted triage tooling. Coach the Support team on technical troubleshooting and what makes a strong escalation: the right context, the right logs, clear reproduction steps. This feedback loop is one of the most valuable things you'll create. Over time, the whole team gets sharper, and the escalations that reach you arrive better every round. When real bugs surface, file well-scoped tickets with reproduction steps, relevant logs, and enough context that Engineering can solve the problem quickly and Product knows where to slot it in priority. Keep Engineering focused on building. You're the filter that turns a flood of "something's broken" into a short list of real, well-documented problems they can act on quickly. Use AI tools to diagnose issues faster, write and maintain runbooks, and build internal tooling. What We're Looking For A relentless troubleshooter. You don't stop at "I can't reproduce it." You dig through logs, trace the data, check the timeline, and figure out what actually happened. And you deeply understand the business context, so you know where to focus your efforts first. A systems builder. You see the same class of issue come through three times and your instinct is to build something so nobody has to escalate it again: a runbook, a script, a dashboard. A clear, direct communicator. You translate messy customer-reported symptoms into precise technical descriptions. You write bug reports that engineers love to read. You explain technical problems to non-technical people without talking down or hand-waving. An AI power user. You use AI to move faster: diagnosing problems, uncovering tricky system behavior, building internal tools. You don't wait for someone to hand you a playbook. Technically strong at the tooling layer. You're at home in monitoring and observability platforms like Grafana, Honeycomb, and CloudWatch, comfortable writing database queries, and you know your way around GitHub and Jira. You can read logs, trace request flows, and understand what the system is telling you. Someone who makes both teams better. Support improves because you coach them on technical troubleshooting and what makes a strong escalation. Engineering improves because the only tickets that reach them are real, well-documented, and ready to act on. Experience required: 3+ years in a technical support, support engineering, SRE, or similar troubleshooting-heavy role, or equivalent experience that shows strong diagnostic and systems-building skills Comfortable working with monitoring and observability tools, log analysis, and database queries Experience with issue tracking and engineering workflow tools (e.g., Jira, GitHub) Strong written communication. You document clearly and write bug reports that engineers can act on right away. Demonstrated use of AI tools in your own work Able to work remotely from the Eastern, Central, or Mountain time zones Qualified to work in the United States or Canada What We'd Be Excited to Find Ability to read and trace through a web application codebase (PHP/React or similar) to diagnose issues at the code level Experience building internal tools, dashboards, or automations that made a support team more effective Familiarity with HIPAA-compliant environments A track record of shaping the escalation process between Support and Engineering, making both sides better in the process Working Conditions Manual dexterity required to use desktop computer and peripherals. Compensation and Equipment Salary (TBD based on job experience and skill level) Medical insurance is covered in full for the employee (Medical, Dental, and Vision) Company will provide laptop and other needed computer equipment How to Apply Apply with a brief resume and either a written or video cover letter. We review the cover letter before anything else in your application, so this really matters. This is your single biggest opportunity to improve your chances, and video submissions go right to the front of the line. Prompt : Tell us about a tough technical problem you dug into: how you found it, what tools you used, and how it got resolved. What's something you built or improved that made a support or operations team more effective? And why is this position the one you've been hoping to find? Written : No more than 600 words. We're looking for clarity of thought and strong communication. Use AI if you want, but don't send slop. Video : 1–2 minutes, linked in the "Website, Blog, or Portfolio" section of your application. Doesn't need to be highly produced. We care about how you think and communicate. We strongly encourage candidates from all backgrounds and every walk of life to apply. Every person on our team brings their own unique perspective, and it's what makes our products better and our work more rewarding. We're eager to support you so that you can ship work you're proud of. Candidates only. No recruiters, please. About AxisCare According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes. AxisCare was started in 2011 by industry leaders to help meet the demand for a more user-friendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries. We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment.