Triage Engineer

Post Time｜2024/09/24

We are seeking a highly skilled and detail-oriented Triage Engineer to join our team. In this role, you will be the first point of contact for technical issues reported by customers, testers, and internal teams. You will be responsible for quickly diagnosing and prioritizing issues, ensuring efficient resolution by collaborating with relevant engineering teams.

As a Triage Engineer, your role is essential in ensuring that technical challenges are managed with precision, allowing for the timely development and deployment of our products and services.

Responsibilities｜

• Serve as the primary point of contact for incoming technical issues from customers, testing teams, and other internal departments.
• Quickly diagnose, prioritize, and assign technical issues to the appropriate teams for resolution.
• Perform initial troubleshooting and root cause analysis of reported defects.
• Collaborate with software and hardware engineers to escalate and resolve critical issues in a timely manner.
• Track and monitor the progress of issues throughout the resolution process, ensuring timely updates to stakeholders.
• Maintain accurate documentation of issues, resolutions, and technical processes in our internal tracking system.
• Identify trends and patterns in recurring issues and provide feedback for improvements to prevent future occurrences.
• Ensure adherence to service level agreements (SLAs) and company standards for issue resolution.
• Communicate effectively with cross-functional teams, providing clear and concise updates on ongoing issues.

Requirements｜

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• 2+ years of experience in a technical support, triage, or related engineering role.
• Strong diagnostic and troubleshooting skills with the ability to understand complex systems and software.
• Experience with issue tracking systems (e.g., Jira, Bugzilla, etc.).
• Excellent communication skills, both written and verbal, to effectively collaborate with engineering teams and non-technical stakeholders.
• Ability to work under pressure and manage multiple issues in a fast-paced environment.
• Knowledge of scripting languages (e.g., Python, Bash) is a plus.
• Familiarity with cloud environments, networking, or DevOps practices is a plus.

Benefits｜

• Competitive salary and benefits package.
• Opportunities for career growth and advancement.
• A collaborative and innovative work environment.
• Flexible work arrangements, including remote work options.