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Role Description

The Software Technical Support Specialist 1 is responsible for monitoring, triaging, and resolving production issues across Drips’ core systems, with a focus on Azure Logic Apps, FTP-based integrations, and billing/data workflows. This role serves as the first line of defense for production-impacting incidents, ensuring data accuracy, prompt incident response, and clear communication with internal stakeholders.

You will partner closely with Engineering, QA, and Production teams to:

• Investigate system alerts
• Diagnose integration or configuration problems
• Document both the issue and the resolution path for future reuse

This role closely works with the Drips implementation team, helping implement client programs accurately, swiftly, and at volume. This is an ideal role for someone who enjoys technical troubleshooting, structured processes, and continuous improvement. This is a remote role within Drips’ Production department. While the schedule is generally flexible, candidates who are able to work a second-shift (afternoon/evening) schedule are strongly preferred to provide coverage for later-day production monitoring and incident response.

Qualifications

• 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.
• Working understanding of FTP/SFTP integrations, APIs, and network connectivity troubleshooting.
• Familiarity with SQL and Excel for investigating data issues.
• Strong analytical and problem-solving skills with high attention to detail.
• Effective written and verbal communication skills.
• Process-driven mindset with a focus on root cause analysis.

Requirements

• 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.
• Oversee Logic App and FTP integrations, ensuring reliable and accurate data flow.
• Serve as the first point of contact for billing processor failures and other production-impacting incidents.
• Work closely with Engineering, QA, Production, and Client-facing teams to identify and resolve system defects.
• Create and update tickets in Azure DevOps, ensuring each issue is fully documented.
• Update system data from third-party sources where needed.

Benefits

• Flexible work schedule.
• Remote work opportunity.

Drips Core Values & How This Role Embodies Them

• Lean: Saves cycles for clients and teammates by using data, clear processes, and automation to solve problems efficiently.
• Improve: Treats every incident and failure as a chance to get better.
• Happiness: Brings solutions, not just complaints.
• Team: Works with (not around) other departments to get to the right answer.
• Passion: Cares deeply about the quality and stability of our systems.
• Curiosity: Asks “why” and “what if” when something breaks or doesn’t behave as expected.