InRule

Compensation

Full Description

Job Description: • Provide advanced technical support to enterprise customers, resolving complex issues across application, configuration, and infrastructure layers. • Lead customer escalations with clear ownership, structured communication, and coordinated execution across internal teams. • Troubleshoot application behavior using logs, stack traces, performance metrics, and configuration analysis. • Analyze monitoring and infrastructure signals using tools such as Sumo Logic (or comparable log management platforms). • Own and enforce the premium severity framework (Sev1/Sev2/Sev3), ensuring consistent application and preventing severity inflation. • Operate and continuously refine the pager-backed Sev1 process, including acknowledgement, triage, escalation paths, communication cadence, mitigation, resolution, and post-incident follow-up. • Support and optimize case management workflows within Salesforce Service Cloud, including: Queues and routing rules Macros and templates Milestones and SLAs Knowledge management Reporting and dashboards. Requirements: • Strong familiarity with Salesforce Service Cloud, including queues and routing, macros, knowledge management, and reporting/dashboards (administrative experience is a plus). • Working knowledge of .NET development practices and Azure cloud deployment/integration patterns. • Demonstrated experience supporting enterprise software customers in a technical capacity, including ownership of high-severity escalations. • Strong analytical and troubleshooting skills using logs, stack traces, performance indicators, and configuration analysis. • Experience analyzing monitoring and infrastructure data using Sumo Logic or similar platforms. • Excellent written and verbal communication skills, with the ability to tailor technical explanations to varied audiences. • High attention to detail, responsiveness, and a strong ownership mindset. • Ability to manage competing priorities and shift context across multiple concurrent issues. • Comfort operating in fast-paced, evolving environments with a high degree of accountability. Benefits: • Competitive compensation and benefits • Flexible work environment • The opportunity to build and shape a premium support function with measurable customer impact • A collaborative culture with close partnership across Support, Engineering, Product, and Customer Success. • Professional growth within a scaling SaaS organization.