Why This Job is Featured on The SaaS Jobs
This Support Engineer II role stands out in SaaS because it sits at the operational center of a production product: where customer impact, platform reliability, and engineering priorities intersect. The remit spans application-level troubleshooting, API investigation, and incident communications, which are core mechanics of running a subscription service where uptime and response quality directly influence retention and trust.
For a SaaS career, the work builds durable exposure to the systems and processes that scale with a growing customer base: structured escalation management (Jira), disciplined incident handling (including status updates), and data-informed debugging using observability and data tools such as Datadog and Snowflake. That combination develops fluency in how SaaS teams translate real-world issues into engineering work, reduce time-to-resolution, and improve runbooks and documentation over time.
The role is best suited to professionals who like deep problem-solving with clear customer-facing accountability, and who are comfortable acting as a communication bridge during high-severity incidents. It also fits someone aiming to broaden from technical support into adjacent paths such as reliability, solutions engineering, or software development, while staying close to production systems and APIs.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the team/role:
As a Support Engineer II, you will assist Checkr customers with technical issues in production, and serve as a bridge between support and engineering at Checkr. This role is ideal for someone with strong customer service skills who shows a promising trajectory towards a career path in software development or engineering. In this role, you will:
- Handle complex debugging and troubleshooting necessitating a high level of technical expertise, and create world-class customer experiences with rapid resolutions and stellar communications.
- Act as the primary point of contact between engineering, customers and customer-facing teams, creating and managing escalations in Jira, minimizing resolution times and increasing the efficiency of engineering engagements.
- Participate in a 24/7 on-call rotation as customer communication liaison, drafting customer communications, updating the company status page, and ensuring customer-facing teams have the information they need to maintain a superb customer experience during incidents.
What you’ll do:
- Provide quality technical support to our customers and partners, leveraging our Salesforce 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 API logs analysis, escalating to engineering when necessary.
- Utilize pre-written scripts and runbooks to efficiently handle complex manual support tasks.
- Execute high visibility critical incident communications, translating impact information from engineering to customers and customer-facing 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.
What you bring
- 2+ years of experience in a customer-facing technical role in a SaaS company, including hands-on experience with APIs and technical support for API products,
- Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams. Tools expertise including cURL and Postman. Familiarity with Python and Ruby on Rails would be helpful.
- 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.
- Strong proficiency in SQL, basic understanding of engineering principles, and experience with observability tools like Datadog, Prometheus, etc.
What you’ll get
- A fast-paced and collaborative environment
- Learning and development allowance
- Competitive cash and equity compensation, and opportunity for advancement
- 100% medical, dental, and vision coverage
- Up to $25K reimbursement for fertility, adoption, and parental planning services
- Flexible PTO policy
- Monthly wellness stipend
