Tier 3 Support Engineer - Blueflame AI (New York)

Datasite and its associated businesses are the global center for facilitating economic value creation for companies across the globe. From data rooms to AI deal sourcing

and more. Here you’ll find the finest technological pioneers: Datasite, Blueflame AI, Grata, and Sherpany. They all, collectively, define the future for business growth.

Apply for one position or as many as you like. Talent doesn’t always just go in one direction or fit in a single box. We’re happy to see whatever your superpower is and find the best place for it to flourish.

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Job Description:

Why Work with Us

At Blueflame AI for Datasite, you will be part of a dynamic team that is at the forefront of AI technology in the investment management and dealmaking industry. You will have the opportunity to work with cutting-edge products and make a significant impact on our clients' success. Join us to be part of a company that values innovation, client satisfaction, and continuous improvement.

As a Tier 3 Support Engineer (Backline Support Engineer) at Blueflame AI, you will play a critical role in bridging the gap between our Customer Support and Engineering teams. You will be responsible for resolving complex technical issues, providing advanced support directly to our clients, and collaborating with engineering to enhance our products and services.

This position is based in our New York City office and follows a hybrid work model. Employees in this location work on-site (3) three days per week.

Responsibilities

• Investigate and resolve complex technical issues escalated from customer success teams.

• Analyze platform logs and, when necessary, review associated code to diagnose problems.

• Troubleshoot advanced technical challenges to ensure timely and effective solutions.

• Document issues and resolutions, contributing to the knowledge base for continuous improvement.

• Work directly with Engineering to identify, report, and resolve product bugs and enhancements.

• Collaborate with Product teams to enhance the knowledge base and inform the product roadmap based on support insights.

What You Bring

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• 3-5 years of experience in a technical support or engineering role, preferably at the Tier 3 level.

• Proficiency in Python and experience with AWS-based applications.

• Strong problem-solving skills; able to work independently and collaboratively.

• Experience with ticketing systems, especially Jira

• Excellent communication and interpersonal abilities.

• Familiarity with APIs and integration with other platforms.

• Experience with Elasticsearch or similar log management tools.

• Administrative experience with Microsoft products (SharePoint, O365, OneNote), including managing permissions and troubleshooting syncing and integration issues.

• Preferred Experience in the financial technology or investment management industry.

The base salary range represents the estimated low and high end for this position based on a good faith assessment of the role and market data at the time of posting. Consistent with applicable law, each candidate’s compensation offer may vary and will be determined based on but not limited to, your geographic region, skills, qualifications, and experience along with the requirements of the position. This position may be eligible for bonuses, commissions, or overtime if applicable. Benefits include health insurance (medical, dental, vision), a retirement savings plan, paid time off, and other employee benefits. Specific details will be provided during the interview process. Datasite reserves the right to modify this pay range at any time.

Our company is committed to fostering a diverse and inclusive workforce where all individuals are respected and valued. We are an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, protected veteran status, or any other protected characteristic. We encourage applications from candidates of all backgrounds and are dedicated to building teams that reflect the diversity of our communities.