MX
Technical Support Specialist III
Lehi, Utah, United States · Mid
Sponsorship not specifiedDetected 1 day ago
Data StructuresElasticsearchCustomer SupportCommunicationCollaborationMentoring
About the role
- Like many startups, we've navigated real growth challenges - and we've come out stronger on the other side.
- Today, MX is in a phase of renewed momentum and scale, with a solid foundation and a clear vision for what's next.
- This is a place where thoughtful execution matters, innovation is encouraged, and individuals have real ownership over their work.
Responsibilities
- We believe in empowering our team members to deliver exceptional outcomes while taking advantage of our incredible office space when it best supports their work.
- We encourage team members to come together in the office to collaborate, kick off key projects, or strategize cross-functionally, fostering connection and innovation.
- Serve as the technical backstop for L1/L2 support agents, monitor the "Needs L3 Help" queue, answer questions in Slack, and provide real-time guidance to unblock agents on active tickets
- Own and resolve complex, high-severity client tickets that exceed L2 capability, performing deep troubleshooting using OpenSearch log analysis, API request tracing, and platform architecture knowledge
- Manage high-value and sensitive client relationships, including direct external client calls and internal coordination meetings with CSEs, ProServe, and other stakeholders
Nice to have
- Working knowledge of APIs and data structures
- Adept at API troubleshooting
- Development experience
- Demonstrated capability to analyze and resolve intricate technical challenges with innovative solutions
- Strong written and verbal communication skills for conveying complex technical concepts to diverse audiences
- Willingness to always learn and improve, plus an independent way of working
Company info
- Travel expectations are about 15%, and the company covers travel expenses for remote employees.
- Both local and remote employees can take advantage of our incredible office space with onside perks like company-paid meals, golf simulator, and meditation room to name a few.
- At MX, we are a high-performance organization that thrives on trust and results.
- Our Utah office features onsite perks such as company-paid meals, a sports simulator, gym, mother's lounge, and meditation room and meaningful interactions with amazing people.
Equal opportunity
- All your information will be kept confidential according to EEO guidelines.
This listing is sourced directly from MX's careers page and normalized into a canonical job model.