Senior Support Engineer

Job Summary

A company is looking for a Senior Support Engineer to help partners solve technical issues and improve support workflows.

Key Responsibilities

• Resolve high-severity and complex technical issues while leading incident response efforts
• Identify recurring patterns in support issues and develop one-to-many solutions for systemic improvements
• Collaborate with Engineering and Product teams to provide insights and influence product roadmap decisions

Required Qualifications

• 6+ years of experience in customer support or support engineering, preferably in a B2B SaaS environment
• Hands-on experience using SQL for investigating production issues
• Experience analyzing logs across distributed systems to identify root causes
• Experience supporting SaaS implementations hosted on AWS and managing high-severity incidents
• Demonstrated ability to independently own complex escalations and drive them to resolution