Job Description

The Platform Engineer position will be part of the team that is accountable for providing support to the platform by working with internal and external users. The Platform Engineer will be engaged with all teams at ReliaQuest to continuously improve end-user experience and mature GreyMatter holistically. This position reports to the Director of Platform Enablement. The everyday hustle: Provide advanced troubleshooting support for GM capabilities (eg Detect, Investigate, Respond) and integrations (eg Google Chronicle, Crowdstrike, Microsoft Products). Tune and optimize GreyMatter integrations to improve performance and reliability (this occurs at both the global and customer level) Proficient in crafting API requests for testing and navigating internal/vendor documentation. Handle high impact/technical customer escalations when it comes to the GreyMatter platform. Triage and confirm user submitted bug reports. This includes extending the initial report to provide actionable context and examples for internal development teams to resolve. Provide production level context for platform/connector issues that we're not caught in testing. Join production war room calls to assist with triage, support, and recovery of critical issues. Proactively Investigate failures across the platform and escalate them where appropriate for review Submit monitoring requests to product owners to deepen visibility around GM features for health and stability. Work with Development teams to correctly test solutions to handle bug requests in staging. Do You Have What It Takes: Requires close collaboration with Product Management, Technical Operations, and Development teams to identify unusual issues with GM capabilities and connectors. A strong troubleshooting mindset, attention to detail, and effective communication to cross functional teams will be crucial for success in this role.