Senior Customer Support Engineer

Job Summary

Experienced in tackling complex technical issues, the full-time remote Senior Customer Support Engineer will manage customer cases, troubleshoot product and integration problems, and contribute to knowledge base articles while supporting enterprise SaaS clients.

Key responsibilities

• Take ownership of customer cases through various communication channels, ensuring thorough understanding and resolution
• Troubleshoot and resolve complex product, data, and integration issues, including APIs and AI-powered features
• Replicate reported defects, isolate root causes, and provide actionable reports to engineering for escalation

Required qualifications

• Hands-on experience supporting enterprise customers with complex technical and data-related issues in a SaaS environment
• Working knowledge of APIs, SAML, and standard SaaS troubleshooting practices
• Curiosity about AI and emerging technologies, with the ability to learn tools that lack documentation
• Strong client-facing written and verbal communication skills
• An understanding of cybersecurity principles and practices