Technical Specialist

About the Role You'll be the technical bridge between engineering teams and the rest of the organization - diagnosing complex system issues, translating technical challenges into clear action plans, and owning resolution paths from detection to fix. This isn't a ticket queue role. You'll proactively identify patterns across production systems, drive continuous improvement initiatives, and become the go-to expert when teams are blocked. Working onsite in Miami, you'll collaborate daily with engineering, product, and customer-facing teams while maintaining the autonomy to structure your work and pursue the problems that matter most. What You'll Do - Diagnose and resolve complex technical issues across multiple systems, platforms, and tools, performing root cause analysis to prevent recurrence - Own end-to-end problem resolution for production incidents, coordinating cross-functional responses and communicating status to both technical and non-technical stakeholders - Analyze system performance data and user feedback patterns to identify improvement opportunities and drive proactive fixes before issues escalate - Partner with engineering teams to translate ambiguous bug reports and feature requests into actionable technical specifications - Build and maintain technical documentation, runbooks, and knowledge bases that enable faster troubleshooting across the organization - Develop SQL queries and scripts to investigate data integrity issues, validate system behavior, and support customer escalations - Serve as the reliable escalation point for urgent production issues, managing multiple concurrent priorities while maintaining clear communication with affected teams What We're Looking For - 3-5 years of professional experience in technical support, systems engineering, or site reliability - you've been the person teams call when production systems fail - Strong SQL skills with focus on diagnostic querying and data validation - you can write complex joins and aggregations to troubleshoot data integrity issues, not just pull basic reports - Hands-on Linux/Unix systems experience - comfortable navigating filesystems, analyzing logs, and diagnosing system-level issues from the command line - Proven troubleshooting methodology across distributed systems - you approach problems systematically, isolate root causes, and document your diagnostic process for future reference - Experience with monitoring and observability tools (Datadog, Grafana, New Relic, or similar) - you've used these to detect anomalies, investigate incidents, and track system health - Clear technical communication skills - you can translate complex technical issues into actionable recommendations for engineering teams, product managers, and non-technical stakeholders - Track record of owning production issues end-to-end - you don't just escalate; you drive resolution, coordinate across teams, and follow through until systems are stable Nice to Have - Experience with CI/CD pipelines and deployment tooling (GitHub Actions, Jenkins, GitLab CI) - you understand how code moves from commit to production and can diagnose deployment failures - Familiarity with API integration patterns and debugging -you've worked with REST APIs, can read API documentation, and have used tools like Postman or curl to troubleshoot integration issues - Prior experience in a customer-facing technical role or internal platform support - you understand the urgency of production incidents and have developed strong stakeholder management skills