Sr Technical Support Engineer (VTS)

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. Opportunity to contribute to continuous product and process improvement **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 engineering, 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 engineering 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 \& Engineering 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 Engineering, Development and 3rd party Vendor teams * Responding to complex inbound Azure and M365 Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.) *\* 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 engineering, 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.*