Instacart

Senior Technical Support Engineer

3+ months agoRemote

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we're building the team to help push our shopping cart forward. If you're ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There's no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work-whether it's from home, an office, or your favorite coffee shop-while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we're building the team to help push our shopping cart forward. If you're ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There's no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work-whether it's from home, an office, or your favorite coffee shop-while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

OVERVIEW

Technical Support Engineers are key contributors to Instacart's Platform Support organization. In this role, you will leverage customer-facing experiences and be responsible for Instacart's Support triaging, execution, and resolution of severity 0, 1, and 2 incidents. You will research and implement solutions to prevent or mitigate customer issues through a combination of proactive support and monitoring. You will partner with our Engineering team and other cross-functional teams to provide the highest level of support and subject matter expertise to some of our largest and most strategic accounts. This is a suitable career opportunity for a highly motivated, customer-centric, self-directed individual who is interested in learning and supporting a cutting-edge e-commerce SaaS/mobile platform.

ABOUT THE JOB

  • Manage incoming external and internal stakeholder requests via JIRA Service Desk
  • Solve complex challenges - use your research and superior communication skills to provide clear and accurate resolution paths on incoming tickets in accordance with SLA's
  • Make an impact, build relationships & provide meaningful solutions to stakeholders
  • Recreate and replicate technical challenges with a mission to drive product change via configuration management, fixes, and deployments to client production and testing environments
  • Contribute to the creation and enhancement of an technical support specific customer knowledge base and document repository to be used for managing the technical specifics/requirements of each client
  • Understand and translate complex product and technical concepts to non-technical audiences
  • Be part of an exciting technical support engineering team that thrives on meeting and exceeding expectations
  • Manage multiple priorities and own your work from end to end
  • This role has a rotating on-call component that requires some work outside of normal business hours

ABOUT YOU

  • Bachelor degree in Computer Science, related technical field, or equivalent practical experience
  • 4+ years of experience in an Technical Support Engineering role focused on large scale enterprise customers
  • Ability to read/write code in Python or another modern programming language.
  • 4+ years of experience working with SQL
  • 2+ years of experience working in a Linux environment
  • Practical experience and a deep understanding of ITIL incident management, problem, and change management
  • Experience managing multiple testing environments (UAT, Staging, Pre-Prod) and related contentions
  • Experience with release management principles and methodology
  • 3+ year of experience working with various APM (Application Performance Monitoring) and monitoring platforms (i.e. DataDog, New Relic, Dynatrace)
  • 3+ year of experience working with JIRA Service Desk or similar (ZenDesk, Intercom, etc.) and various plug-ins/automated workflows for ticket and incident management
  • Curious and independently minded with a proven ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment
  • Strong communication skills & bias for action
  • Experience creating and maintaining customer specific playbooks, SOPs (standard operating procedures) and operating manuals
  • You possess the foresight to anticipate and address potential issues before they become issues
  • It's a bonus if you have grocery/retail experience, automation experience, DevOps or CI/CD experience, experience working in an Agile environment, or BI/Data Analytics experience (i.e. Tableau)

#LI-Remote

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.

Job ID: Instacart-2952771

Perks and Benefits

  • Health and Wellness
    • Fitness Subsidies
    • Wellness Program
    • Long-Term Disability
    • Short-Term Disability
    • Life Insurance
    • Vision Insurance
    • Dental Insurance
    • Health Reimbursement Account
    • Health Insurance
    • Mental Health Benefits
    • HSA
    • FSA
  • Parental Benefits and Childcare
    • Adoption Assistance Program
    • Fertility Benefits
    • Paid Family Leave
  • Work Flexibility
    • Flexible Work Hours
    • Remote Work Opportunities
    • Work-From-Home Stipend
    • Home Office Stipend
    • Hybrid Work Opportunities
  • Office Life and Perks
    • Commuter Benefits Program
    • Holiday Events
    • Company Outings
    • Some Meals Provided
    • Snacks
    • Happy Hours
    • Casual Dress
    • Employee Resource Groups (ERG)
  • Vacation and Time Off
    • Leave of Absence
    • Personal/Sick Days
    • Unlimited Vacation
    • Volunteer Time Off
  • Financial and Retirement
    • Relocation Assistance
    • Company Equity
    • 401(K) With Company Matching
    • 401(K)
  • Professional Development
    • Leadership Training Program
    • Associate Training Program
    • Access to Online Courses
    • Shadowing Opportunities
    • Promote From Within
    • Learning and Development Stipend
  • Diversity and Inclusion
    • Diversity, Equity, and Inclusion Program
    • Female founded/led

Company Videos

Hear directly from employees about what it's like to work at Instacart.