Sr Technical Support Engineer

Description

Summary: Seeking a Senior Technical Support Engineer to provide expert-level technical assistance, solve complex product issues, and contribute to continuous improvement within a collaborative product ecosystem. Highlights: 1. Serve as a trusted advisor, solving complex product issues for customers 2. Collaborate across engineering, product, and customer-facing teams 3. Deeply embedded in the product ecosystem, ensuring top-notch customer experience **It's fun to work in a company where people truly BELIEVE in what they're doing!** Job Description: We are looking for a **Senior** **Technical** **Support** **Engineer** to join our high\-performing support team and provide expert\-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineer ing, product, and customer\-facing teams to ensure a top notch customer experience. **Essential Responsibilities Of Your Role:** · Responding to complex inbound Technical service requests over the phone and email per day directly with customers. · Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure. · Reproduce issues, conduct root cause analysis, and work closely with engineer ing on bug fixes and feature requests · Create and maintain internal runbooks, FAQs, and technical documentation · Lead incident response or participate in on\-call rotation for critical issues · Identify support trends and partner with Product \& Engineer ing on long\-term solutions · Accurately and efficiently log all issues and status updates in our internal tracking system. · Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success. · Supporting multiple cloud and hardware solutions · Contributing to the development of service desk processes and procedures. · Interacts closely with various departments and vendors to provide timely resolution on issues. · Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform. · Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineer ing, Development and 3rd party Vendor teams *\* Note: This is not a complete list of tasks.* **Knowledge, Skills, and/or Abilities You Need To Have:** · 4–7\+ years in technical support, solutions engineer ing, or a similar customer\-facing technical role · Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking · Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure · Strong understanding of web technologies, integrations, or system architecture · Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases · Must have excellent verbal and written communication skills, as well as excellent analytical and problem\-solving skills; with a customer\-first mindset. · Ability to prioritize user requests effectively and manage user expectations. · Ability to balance attention to detail with expeditious execution in a fast\-paced environment working. · Passion for driving exceptional customer experience. · Ability to work through ambiguity and thrive in a rapidly changing business environment. · Strong analytical and problem\-solving skills. · High school diploma (or equivalent) required. Secondary degree preferred. · Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL · Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP · Basic understanding or experience working on Linux environments · General understanding of technologies on Apis webservice: JSON, REST, OAuth,.. · Flexibility working some weekends and later hours to help fulfill a 24x7 business · Passion for providing exemplary customer service, strong customer focus · Eager to learn new technologies · Good verbal and written professional communication, fluent in English. · Self\-motivated and proactive in performing duties · Attention to detail **Nice to have. Exposure to:** · ITIL certification · Microsoft Azure certification · Hands\-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP · Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL · Exposure to virtualization and orchestration technologies such as Docker and Kubernetes · Experience with JIRA and Confluence *\* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.*