Job Description
📋 Description Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and Troubleshoot complex API integrations directly with partners, walking them through clear steps to Own incidents in your queue as part of the team's 24x7 coverage: triage promptly, communicate Escalate effectively by partnering closely with other teams to get to a satisfactory resolution Maintain accurate documentation and build troubleshooting guides and knowledge base content Feed insights back to Product and Engineering 🎯 Requirements 3+ years of experience in a technical, customer- or partner-facing support role — ideally in Hands-on experience with API products, plus comfort reading logs and writing SQL queries to Familiarity with support processes and case management best practices Strong analytical and problem-solving skills, with a detail-oriented, root-cause mindset. Clear writing and communication skills Ability to prioritize effectively and manage multiple complex cases at once 🎁 Benefits Unlimited time off with a minimum 10 days required per year Flexible working options with home office stipend Comprehensive health, dental and vision plans for US employees, plus 100% company subsidized life 401(k) with 4% company match Equity option plan Monthly health and wellness stipend
