Drips · 2 days ago
Software Technical Support Specialist 1
United States
Full-time
Remote
Entry, Mid Level
2+ years expDrips is a company that specializes in Conversations as a Service, helping organizations manage personalized outreach. The Software Technical Support Specialist 1 is responsible for monitoring and resolving production issues, collaborating with various teams to ensure system reliability and data accuracy.
Artificial Intelligence (AI)Business IntelligenceMachine Learning
Responsibilities
Proactively monitor system health, alerts, and integrations in Azure (Logic Apps, related services) and other monitoring tools
Identify anomalies or failures in near real time and ensure appropriate escalation to internal teams when needed
Help refine monitoring thresholds, alerting rules, and dashboards as the environment evolves
Diagnose and resolve software, configuration, and integration issues across Azure Logic Apps, FTP/SFTP connections, APIs, and related workflows
Perform structured root-cause analysis on incidents, including reviewing logs, API responses, and configuration history
Recommend and implement repeatable fixes and guardrails to prevent recurrence
Oversee Logic App and FTP integrations, ensuring reliable and accurate data flow between Drips and third-party systems
Validate data mapping, file formats, and connection settings align with expected configurations
Support billing and data integration workflows, helping to identify where data is missing, malformed, or misrouted
Act as a key stakeholder in the client implementation process, working collaboratively with integration specialists, helping solution and implement new client integrations
Serve as the first point of contact for billing processor failures and other production-impacting incidents
Quickly assess severity and customer impact; initiate appropriate escalation paths and communication
Track incidents from detection through resolution, ensuring proper closure and documentation
Work closely with Engineering, QA, Production, and Client-facing teams to identify, document, and resolve system defects or recurring failure patterns
Translate complex technical issues into clear, concise language for both technical and non-technical stakeholders
Participate in process-improvement and automation initiatives related to monitoring, alerting, and support workflows
Create and update tickets in Azure DevOps (or equivalent tools), ensuring each issue is fully documented from initial report through resolution
Maintain internal knowledge base articles for recurring issues, standard operating procedures, and runbooks
Contribute to training and troubleshooting materials for internal stakeholders
Update system data from third-party sources where needed, ensuring integrity, compliance, and consistency across systems
Identify trends in recurring technical issues and provide structured reporting and insight to leadership
Support the development of monitoring and incident dashboards for visibility into failures, response times, and remediation outcomes
Qualification
Required
Typically 2–5 years in a technical support, production support, systems operations, or similar role in a software/SaaS environment
Proficiency with Microsoft Azure, especially Logic Apps and related DevOps/monitoring tooling is required
Working understanding of FTP/SFTP integrations, APIs, and network connectivity troubleshooting (timeouts, DNS, authentication, credential issues, etc.)
Familiarity with SQL and Excel for investigating data issues, validating assumptions, and supporting ad-hoc analysis
Comfort reading and interpreting error logs, API responses, and system health metrics
Strong analytical and problem-solving skills with high attention to detail and data accuracy
Ability to manage multiple incidents and workstreams simultaneously in a high-volume, time-sensitive environment
Effective written and verbal communication skills, including the ability to distill complex technical issues into clear documentation for broader audiences
Demonstrated success working cross-functionally with Engineering, QA, and Operations/Production teams
Process-driven, with a focus on root cause analysis, repeatable procedures, and identifying opportunities for automation and improvement
Organized, reliable, and comfortable working with structured ticket queues, SLAs, and documented workflows
Preferred
Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field preferred but not required
Experience working with production support for billing, payment processors, or other financial/transactional systems
Experience in high-volume, integration-heavy environments where data moves between multiple internal and external systems
Experience with incident management, ITSM, or DevOps tools (e.g., Azure DevOps, Jira, ClickUp) for structured tracking and collaboration
Exposure to or interest in building or refining monitoring and alerting strategies for cloud-based applications
Exposure to or interest in automation of routine operational tasks and incident workflows
Company
Drips
Drips helps companies engage with their consumers more effectively.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
CIBC Innovation BankingThe Blue Venture FundWells Fargo Capital Finance
2024-02-28Debt Financing
2021-10-18Series Unknown
2021-08-10Debt Financing
Leadership Team
Noah Sniderman
Chief Revenue Officer
Tom Martindale
President
Recent News
Business Wire
2022-05-25
Company data provided by crunchbase