Senior Support Engineer

Job Summary

As the senior technical anchor for enterprise support, the full-time remote Senior Support Engineer will manage complex customer issues end-to-end, ensuring high-quality support while defining processes for triage, escalation, and feedback integration with product and engineering teams.

Key responsibilities

• Serve as the senior technical point of contact for enterprise customers, resolving complex issues swiftly and clearly
• Diagnose and triage technical problems, reading logs and traces to isolate root causes and provide solutions
• Define and manage support SLAs, severity levels, and escalation paths to enhance the quality of support provided

Required qualifications

• 5+ years of experience in technical support or a similar customer-facing technical role
• Strong technical skills, including the ability to read logs, stack traces, and navigate Python and command line
• Familiarity with LLMs, agents, or developer tools, or the ability to quickly learn and use the product
• Experience in defining support processes such as triage rules and escalation paths
• Empathetic and patient, with the ability to work independently in a fast-paced remote environment