Reputation.com - Technical Support Engineer - Incident Management

About Reputation :

Reputation has changed the way companies improve their customer experience through feedback.

Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere.

Functioning as a business eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive.

Reputation was also officially Certified as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Job Summary :

This is your opportunity to become the highest-level technical support escalation point within Reputation.

As a Technical Support Engineer, you'll work directly with Engineering to identify and resolve platform-level issues that impact our most complex use cases.

You are the final stop before development, responsible for solving deep-rooted bugs and preventing systemic failures.

Your impact extends across customer trust, platform reliability, and engineering efficiency.

You will own and resolve the most advanced support casesthose requiring deep log analysis, code tracing, infrastructure knowledge, and partnership with developers.

In this role, you will drive post-mortem analysis, tool creation, and support process evolution.

Your deep product understanding will be key to improving internal tools and reducing escalations over time.

Responsibilities :

• Resolve complex technical issues requiring system-level diagnostics and deep analysis.
• Use scripting and tools to reproduce and isolate bugs across the application stack.
• Partner with Engineering on code-level bugs, incidents, and performance issues.
• Create scripts, internal tools, or automated checks to improve support capabilities.
• Contribute to roadmap input, incident post-mortems, and release readiness.
• Mentor Tier I and Tier II support staff, offering training and case feedback.

Qualifications :

When You Join Reputation, You Can Expect :

(ref : hirist.tech)