​This role is a full-time Technical Services Engineer position at Daxko, serving as the primary escalation point for customer service issues. The engineer is responsible for diagnosing the root cause of complex inbound cases across all Daxko software and integrated third-party tools. This position requires strong communication skills to act as the liaison (champion) between Customer Success, Development, and TechOps, ensuring coordination during system-wide incidents and facilitating bug escalation via Jira.

• ​Location: Birmingham, Alabama, United States (Employees can work remotely).
• ​Salary Range: $43,100 – $75,100 per year, plus comprehensive benefits and performance-based incentives.
• ​Focus: Tier 2/Escalation support, root cause analysis, cross-functional communication, bug testing/escalation, and participating in an on-call rotation.

​Key Responsibilities: Escalation, Analysis, and Coordination

​The engineer acts as the technical communication hub responsible for efficient case resolution.

• ​Case Management: Work the daily inbound cases from Customer Service, determine the root cause, and either resolve or escalate to other teams (Development, TechOps).
• ​Escalation Point: Act as the escalation point for Customer Success when identifying urgent action from other departments.
• ​Communication Champion: Serve as the communication champion between Customer Success, Professional Services, Development, and TechOps to coordinate resources during system-wide incidents.
• ​Bug Management: Test and escalate bug tickets to the appropriate development team via Jira.
• ​Support Scope: Support all Daxko software offerings and integrated third-party tools.
• ​Availability: Participate in an on-call rotation.
• ​Education: Teach others how to use Daxko software offerings.

​Required and Preferred Skills

​The role demands strong problem-solving and communication skills, with database familiarity being highly preferred.

• ​Required Skills: Strong analytical and problem-solving skills, strong interpersonal and cross-functional communication skills, and excellent time management. Ability to work independently and take initiative.
• ​Preferred Education/Experience: Bachelor’s Degree in Business, Computer Science, or related field, or Coding Bootcamp/relevant certifications.
• ​Technical Preference: Familiarity with one or more of the following databases: Microsoft SQL, MySQL, MongoDB, and PostgreSQL.