GRAX - Technical Support Engineer

Technical Support Engineer (Remote)

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GRAX Inc. • Remote, US • $125,000 – $145,000 USD

### About GRAX

GRAX is a backup, archive, and restore product for the Salesforce platform, used by Fortune 500, government, financial, and healthcare organizations. GRAX is a remote-first company with distributed operations across the US.

### About the Role

The GRAX support team works directly with customers to solve problems and answer questions through support tickets, email, and video conferencing. We value collaboration, communication, and accountability.

As a Technical Support Engineer, you will independently own cases through the full support lifecycle — from initial inquiry through triage, reproduction, escalation, and resolution — and serve as an escalation point for issues that require a technical deep-dive. You will coordinate between customers and the GRAX Support and Engineering teams, and you will begin taking on responsibilities beyond the case queue: contributing to documentation, sharing best practices, and helping newer teammates ramp up.

### Responsibilities

• Provide technical assistance to customers via email and screenshare
• Own cases through the full lifecycle — triage, reproduction, debugging, escalation to Engineering, and resolution — and communicate workarounds and long-term fixes back to customers
• Troubleshoot GRAX deployments across both GRAX-hosted and customer-hosted environments, including cloud infrastructure configuration, connectivity, API authentication, and log analysis
• Balance and prioritize a queue of cases, including long-running issues
• Provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and satisfaction
• Participate in a regular 24/7/365 on-call rotation, providing emergency support and coordinating incident communications
• Create and update documentation and knowledge base content