Are you a skilled and resourceful Support Engineer who thrives on solving complex technical challenges? Do you enjoy working closely with internal teams and customers to troubleshoot and develop solutions? If so, Base could be the perfect place for you!

Base is a Customer Lifecycle Marketing platform leading the Customer-led Growth (CLG) movement. By providing journey tracking, automation, insights, and predictions, our platform empowers companies to focus on their customer base, attributing growth to strategic customer activations. Trusted by top marketing teams globally, Base helps them shift from simply driving demand to directly impacting growth.

We are looking for an experienced and motivated Tier 3/4 Support Engineer to join our team. In this role, you will take ownership of advanced technical support cases that require deep troubleshooting, development of solutions, and collaboration with internal stakeholders. You will act as the escalation point for Tier 1 and Tier 2 support teams, working closely with R&D, Product, and Customer Success to ensure fast and effective resolution of complex issues. This position requires strong analytical skills, excellent communication, and a passion for problem-solving. This is a fully remote work that will require some flexibility in work hours as the development teams are based primarily in Europe while the customer base is primarily in the US.

• Take over and resolve complex support cases escalated from Tier 1 & Tier 2 support teams.
• Diagnose, debug, and troubleshoot issues across our technology stack, including backend services, databases, and integrations.
• Develop and deploy fixes, workarounds, or patches as needed.
• Conduct root cause analysis (RCA) and document solutions to enhance knowledge sharing.
• Collaborate with the R&D team to report and prioritize bugs and feature requests.

• Act as a key technical point of contact for internal stakeholders, including Customer Success and Product teams.
• Communicate with customers directly when necessary to gather details, provide updates, and ensure customer satisfaction.
• Work closely with Product and Engineering teams to improve product stability, reliability, and usability.
• Assist in developing internal tools to improve troubleshooting efficiency.

• Contribute to and maintain a comprehensive knowledge base to empower Tier 1 & 2 support teams.
• Identify recurring issues and provide feedback for proactive system improvements.
• Create and enhance troubleshooting guides and best practices for support teams.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support, software engineering, or a similar role in a SaaS environment.
• Experience troubleshooting complex technical issues in a production environment.
• Strong understanding of debugging techniques, log analysis, and performance tuning.

• Proficiency in Java 8+, Spring, Spring Boot, and REST APIs.
• Experience with relational databases (MySQL) and NoSQL databases (MongoDB).
• Familiarity with microservices architecture and distributed systems.
• Experience working with message brokers (RabbitMQ/Kafka) and caching solutions (Redis).
• Knowledge of log analysis tools (ELK stack, Datadog, or similar).
• Familiarity with CI/CD processes and cloud environments (AWS, GCP, or Azure) is a plus.
• Strong scripting skills (Python, Bash) for automation and debugging are a plus.

• Excellent communication skills with the ability to convey technical concepts to both technical and non-technical stakeholders.
• Strong problem-solving skills with a structured and analytical approach.
• Ability to work independently and collaboratively in a fast-paced, remote environment.
• Passion for delivering excellent customer support and enhancing user experience.

Join us at Base, where your expertise will make a real difference in supporting our customers and enhancing our platform’s reliability!