Technical Support Engineer

ABOUT METRC

Metrc is the most trusted and experienced provider of cannabis regulatory systems in the United States and is growing extremely rapidly to expand globally. We provide a solution that combines advanced software, radio-frequency identification (RFID) technology, a dedicated customer-support team, and a secure database to track and trace cannabis from growth, harvest, and processing to testing, transport, and sale. As Support Engineer, you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great processes and procedures in a commercial setting at a fast-growing technology company.

GENERAL OVERVIEW

The Support Engineer at Metrc is responsible for resolving complex system and API issues that cannot be addressed by the General Support team. This role goes beyond traditional support by combining deep troubleshooting with a developer mindset, using code-driven approaches to diagnose, reproduce, and help resolve recurring issues. Acting as a bridge between Support and Development, this role contributes to troubleshooting and improvement efforts across .NET and Node.js applications, builds internal tooling and scripts, creates detailed JIRA tickets for engineering teams, and drives escalated issues to closure. The ideal candidate is an early-career technical professional who enjoys debugging real systems, learning application behavior, and finding better long-term solutions instead of relying on manual workarounds.

KEY RESPONSIBILITIES

Core duties and responsibilities include the following.

• Embodies Metrc’s Core Values
• Serve as the escalation point within Support for complex system and API issues, using log analysis, database queries, API testing, and scripting to diagnose root causes.
• Investigate and troubleshoot issues in .NET (C#) and/or Node.js applications by reviewing logs, tracing application behavior, and reproducing defects in lower environments when possible.
• Create and manage detailed JIRA tickets — including reproduction steps, logs, technical findings, and recommended fixes — to accelerate Development team resolution.
• Write scripts and tooling (C#, JavaScript, PowerShell, SQL, or similar) to automate repetitive troubleshooting and reduce time-to-resolution.
• Identify recurring issue patterns and help drive permanent, code-based solutions such as bug fixes, data correction scripts, API improvements, or internal tools.
• Build and maintain internal support automation, diagnostic tools, and workflow improvements that empower the broader team to self-serve.
• Proactively communicate status updates, timelines, workarounds, and resolutions to end users and stakeholders throughout the support process.
• Create and maintain troubleshooting guides, runbooks, and knowledge base articles with a preference for technical, executable, and code-backed documentation.
• May perform other additional duties and responsibilities as assigned.