Tech Support Engineer

Behind the user-friendly iOS and Android apps and webpage that work across the world is the engineering team.  We are in charge of creating, developing, improving, and maintaining all Fever services so that more people can have an amazing experience.

Location: Spain

What are we looking for:

We are seeking a highly skilled Tech Support Engineer with a strong focus on advanced troubleshooting to join our team.
In this key operational role, you will primarily receive and own incidents pre-classified as bugs. Your main mission will be to conduct deep-dive root cause analysis, determine the definitive solution, and manage the incident lifecycle until resolution.

Key Responsibilities:

• Advanced Troubleshooting and Diagnostics: Take ownership of escalated bugs and platform failures, performing thorough investigation, data gathering, and log analysis to pinpoint the root cause of complex system issues.
• Engineering Escalation Management: Prepare high-quality, detailed bug reports for the Engineering team. This includes documenting all troubleshooting steps taken, concrete data findings, and the resulting impact, ensuring a smooth and efficient handover for bug fixing.
• Resolution and Closure: Resolve issues directly whenever possible (e.g., data correction, implementing workarounds, configuration fixes).
• Internal Collaboration: Work closely with Engineering, Product, and QA teams to validate solutions, test fixes, and contribute to the continuous improvement of the platform's stability and support documentation.

• Enjoys tackling complex technical problems and digging into intricate details.
• Is proactive in seeking solutions and developing effective workarounds.
• Possesses excellent technical documentation and communication skills.

What would you do at Fever?

On your first month in Fever:

• Learn the platform's features, architecture, and configuration.
• Shadow team members to understand incident handling and prioritization.
• Take ownership of simple incidents with guidance.
• Meet key teams—Engineering, Product, Data and Systems —to understand collaboration workflows.

After 3 months in Fever:

• Handle most incidents independently, using logs and monitoring tools.
• Determine issue causes and escalate complex cases appropriately.
• Improve internal documentation and support processes.
• Assist users with technical issues.

On your 6th month in Fever:

• Lead incident management and post-incident reviews.
• Train and mentor new Tech Support members.
• Identify trends and propose preventive solutions.
• Automate repetitive troubleshooting tasks.
• Provide technical guidance to internal teams and customers.
• Ensure proactive monitoring and improve issue resolution efficiency.

Must have skills:

• Experience in technical support or troubleshooting roles.
• Familiarity with monitoring and logging tools (e.g., Datadog, Grafana, Kibana, ...).
• Knowledge of APIs, services, and client-server architecture.
• Understanding of incident management, triage, and escalation.
• Proficiency in English for clear communication.

Nice to have:

• Python
• Linux/UNIX and scripting skills.
• Experience with RESTful APIs and JSON.
• Knowledge of AWS, Docker, Kubernetes.
• Familiarity with ticketing tools (Jira, Zendesk) and SQL/NoSQL databases.

We use these technologies, so it would be a plus if you have experience in:

• Django/Flask
• PostgreSQL
• Redis
• Celery with RabbitMQ
• Experience working on agile methodology 
• Event communication between services
• Handling services with more than 1000 request/second.
• AWS, Docker and Kubernetes

• Opportunity to have a real impact in a high-growth global category leader
• 40% discount on all Fever events and experiences
• Home office friendly anywhere in Spain
• Relocation package for international candidates
• Responsibility from day one and professional and personal growth
• Great work environment with a young, international team of talented people to work with
• Health insurance and other benefits such as Flexible remuneration with a 100% tax exemption through Cobee.
• English Lessons
• Gympass Membership
• Possibility to receive in advance part of your salary by Payflow.
• Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance.