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Senior Support Engineer III

Santiago, Región Metropolitana, Chile

About Checkr
Checkr builds people infrastructure for the future of work. We've designed a faster—and fairer—way to screen job seekers. Established in 2014, Checkr puts modern technology powered by machine learning in the hands of hiring teams, helping to hire great new people with an experience that’s fast, smooth, and safe. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. 

A career at Checkr means collaborating with brilliant minds, disrupting an industry, and opening channels of employment to often overlooked candidates. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2023 Breakthrough Company.

As a Sr Support Engineer III, you will assist Checkr customers with technical issues in production; handling complex technical issues necessitating a high level of technical expertise, including technical debugging, troubleshooting in Mulesoft, and interfacing with pre-written scripts and runbooks. As a part of this role, you will participate in a 24/7 on-call rotation as customer liaison, drafting customer communication, updating the company status page, and ensuring customer-facing teams have the information they need to maintain a positive customer experience. You'll provide quality support by efficiently managing tickets through Zendesk, and tracking non-ticked tasks on our team kanban board. Serving as a bridge between support and engineering at Checkr, this role is ideal for someone with strong customer service skills showing a promising trajectory towards a career path in software development or engineering.

Responsibilities:

  • Provide quality technical support to our customers and partners, leveraging our ticketing system and customer screen sharing calls
  • Troubleshoot code and conduct deep-dive investigations up to the application level, utilizing tools such as DataDog, Snowflake, and Mulesoft, escalating to engineering when necessary.
  • Utilize pre-written scripts and runbooks to efficiently handle Tier-3 manual support tasks
  • Act as the customer communication liaison during critical incidents, rotating on a 24/7 on-call shift
  • Manage incident-related remediation tasks using the team kanban board 
  • Contribute to internal team documentation, fostering a continuous learning environment 
  • Provide regular feedback to leadership on refining internal processes, with a proactive approach to communicating common customer pain points to drive product improvements

What you bring:

  • 2+ years of experience in a customer-facing technical role in a SaaS company
  • Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams
  • Hands-on experience with APIs and technical support for API products
  • Strong proficiency in SQL
  • Exceptional communication skills, capable of explaining complex information to non-technical audiences in a clear, empathetic manner
  • Strong attention to detail and effective time management skills
  • High level of English proficiency
  • Basic understanding of engineering principles across Backend, Full-Stack, Data Engineering, or DevOps areas
  • Experience with observability tools like Datadog, Prometheus, etc.
  • Advanced English communication skills

What you get

  • A collaborative and fast-moving environment
  • Be part of an international company based in the United States
  • Learning and development reimbursement allowance
  • Competitive compensation and opportunity for professional and personal advancement
  • 100% medical, dental, and vision coverage for employees and dependents
  • Additional vacation benefits of 5 extra days and flexibility to take time off
  • Reimbursement for work from home equipment

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages. 

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.   

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.

 

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