Support Engineer - Veterinary HealthTech

ABOUT TRUELOGIC At Truelogic we are a leading provider of nearshore staff augmentation services headquartered in New York. For over two decades, we’ve been delivering top-tier technology solutions to companies of all sizes, from innovative startups to industry leaders, helping them achieve their digital transformation goals. Our team of 600+ highly skilled tech professionals, based in Latin America, drives digital disruption by partnering with U.S. companies on their most impactful projects. Whether collaborating with Fortune 500 giants or scaling startups, we deliver results that make a difference. By applying for this position, you’re taking the first step in joining a dynamic team that values your expertise and aspirations. We aim to align your skills with opportunities that foster exceptional career growth and success while contributing to transformative projects that shape the future. OUR CLIENT We are a veterinary software company that helps practices enhance patient care, improve staff efficiency, and minimize burnout. We were founded in 2017 and are a mid-size company (50-100 people) that has used Elixir from the start. Our back-end runs fully in Elixir with our front-end in React, with GraphQL connecting the two. JOB SUMMARY The Support Engineer is a dedicated technical bridge between the Platform Engineering organization and the Customer Experience (CX) team. In this role, you will own the technical execution of customer onboarding/decommissioning workflows, execute complex SQL data migrations, and resolve platform-level technical escalations. While you sit directly within the Platform Engineering team, you will work in close partnership with Customer Success and Implementation Managers to translate customer and operational needs into reliable technical solutions. This is an ideal role for an autonomous problem-solver who enjoys operating at the intersection of cloud infrastructure, data operations, and customer-facing support. RESPONSIBILITIES - Customer Onboarding & Provisioning: Execute end-to-end technical onboarding workflows for new customer accounts, including cloud environment provisioning, initial configuration, integration setup, and data imports. - Customer Offboarding & Decommissioning: Manage technical teardown workflows, including secure data exports, environment teardown, access revocation, and closure documentation. - Data Migrations & Quality Assurance: Perform structured database migrations between systems, handling data extraction, transformation, validation, and QA checks to guarantee data integrity. Participate in occasional live customer calls to address data validation questions directly with stakeholders. - Technical Escalation Resolution: Own and triage the tier-2/3 technical ticket queue opened by the CX team. Resolve environment configurations, integration issues, bulk database updates, and platform errors outside CX’s scope. - CX Partnership & Communication: Partner closely with Customer Success Managers and Implementation Leads to understand business context, set resolution timelines, and communicate technical findings in plain, non-technical language. - Documentation & Runbooks: Maintain clean, up-to-date documentation, runbooks, and client configuration notes to ensure operational repeatability and knowledge sharing. - Process Improvement & Tooling: Identify patterns in recurring technical issues and proactively build internal tooling, automation, or scripts to reduce overall ticket volume and resolution time. QUALIFICATIONS AND JOB REQUIREMENTS Must-Have (Required): - SQL: Strong proficiency in writing and executing queries for data extraction, transformation, validation, and complex migrations across relational databases. - AWS: Hands-on experience with core AWS services (e.g., RDS, S3, EC2, ECS) in support of cloud-hosted SaaS application environments. - Kubernetes: Familiarity with cluster operations, pod management, and troubleshooting containerized workloads. - Terraform: Experie…