Job Description

Checkr creates a people infrastructure for the future of work. We've designed a faster, fairer way to screen job applicants. Founded in 2014, Checkr puts modern technology powered by machine learning in the hands of hiring teams, helping to hire talent with a fast, seamless and secure experience.
Checkr has more than 100,000 customers like DoorDash, Coinbase, Lyft, Instacart, and Airtable. Working at Checkr means collaborating with brilliant minds, revolutionizing an industry and opening opportunities to candidates who often go unnoticed. Checkr is recognized on the 2024 Forbes Cloud 200 list and is a 2023 Y Combinator Innovator.
How
Support Engineer II,
You will help clients with technical problems in production and act as a bridge between support and engineering. This role is ideal for individuals with strong customer service skills and projection toward a career in software development or engineering.
Originally published on getonbrd.com.

Position Responsibilities
Provide quality technical support to our customers and partners, leveraging our Salesforce ticketing system and screen-sharing calls with customers.
Resolve code issues and perform deep investigations down to the application level, using tools such as DataDog, Snowflake, and API log analysis, escalating to engineering when necessary.
Use prewritten scripts and manuals to efficiently manage complex manual support tasks.
Execute high-visibility critical incident communications, translating engineering impact information to customers and customer service teams during 24/7 on-call shifts.
Manage escalations, incident-related remediation tasks, and process improvements in Jira using our team's kanban boards.
Contribute to internal team documentation in Confluence, fostering a continuous learning environment.

Qualifications and Requirements of the position
2+ years of experience in a customer-facing technical role at a SaaS company, including hands-on experience with APIs and technical support for API products.
Demonstrated skills in technical problem solving, debugging, and collaborating with engineering teams. Experience in tools such as cURL and Postman. Knowledge of Python and Ruby on Rails will be an advantage.
Exceptional communication skills, able to explain complex information to a non-technical audience in a clear and empathetic manner.
Great attention to detail and effective time management skills.
High level of English proficiency.
Strong command of SQL, basic knowledge of engineering principles and experience with observability tools such as Datadog, Prometheus, etc.

What do we offer?
A fast-moving, collaborative environment
Be part of an international company based in the United States
Learning and Development Reimbursement Allowance
Competitive compensation and opportunities for professional and personal advancement
100% medical, dental and vision coverage for employees and dependents
Additional 5-day vacation and flexibility to take time off
At Checkr, we believe that a hybrid work environment strengthens collaboration, drives innovation, and fosters connection. Our main offices are Denver, CO, San Francisco, CA, and Santiago, Chile.
Equal Employment Opportunity at Checkr
Checkr is committed to hiring qualified and talented people from diverse backgrounds for all of its technology, non-technology and leadership positions. Checkr believes that bringing together and celebrating unique origins, qualities and cultures enriches the workplace.

Flexible hours: Flexible entry and exit, freedom to carry out personal or family procedures.
Optional teleworking: Some days you can work from home.
Health coverage: Checkr pays or co-pays for health coverage in addition to what is legal.
Computer: Checkr provides a computer for your work.
Casual Dress: Checkr does not require a dress code.
Extra vacation: Checkr provides paid vacation in addition to the legal minimum.
Drinks and snacks: Checkr offers some drinks and snacks freely available in the office.