What are the responsibilities and job description for the Technical Support Engineer position at Washington Post?
Job Description
Role Overview :
As a Technical Support Engineer at Arc XP, you'll be the technical escalation point for our enterprise publishing platform, diving deep into customer-impacting issues and working cross-functionally to drive resolutions.
Key Responsibilities :
- Own complex technical escalations from our T1 support team, performing root cause analysis across our cloud infrastructure, application layer, and customer implementations.
- Debug and troubleshoot production issues in real-time using tools like DataDog, AWS CloudWatch, and network analyzers.
- Partner with engineering teams to resolve critical customer-impacting incidents while maintaining SLA commitments.
- Build and maintain our knowledge base to document common issues, workarounds, and permanent fixes.
- Analyze support trends to identify opportunities for platform improvements and customer success.
- Provide technical guidance to T1 support specialists to enable faster resolution at first contact.
Required Skills :
Nice to Have :
Compensation and Benefits
Wherever you are in your life or career, The Washington Post offers comprehensive and inclusive benefits for every step of your journey :
Benefits may vary based on the job, full-time or part-time schedule, location, and collectively bargained status.
The salary range for this position is :
74,200.00 - 123,600.00 USD Annual
The actual salary within this range will depend on individual skills, experience, and qualifications as they relate to specific job requirements. This position may be eligible for a bonus or incentive program, and a member of the Talent Acquisition team will discuss bonus payment terms and conditions during the interview process.
The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.
The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post . We are now hiring the next innovator - how will you Impact Tomorrow ?
washpostlife
Salary : $74,200 - $123,600
