Senior Support Engineer

Job Summary

Working remotely within the Pacific Time Zone, the full-time Senior Support Engineer will lead complex root cause analyses, diagnose data-layer issues using SQL, and communicate effectively with customers and internal stakeholders while managing escalated technical support cases.

Key responsibilities

• Lead root cause analysis on complex issues and take ownership of escalations
• Diagnose data-layer issues by writing and reviewing SQL and design safe remediation plans
• Communicate complex issues clearly to customers and internal stakeholders, leading troubleshooting calls when necessary

Required qualifications

• 5+ years of experience in technical support engineering or application support in a B2B SaaS environment
• Proficiency in writing SQL and understanding execution plans in a production context
• Ability to read and understand C# and .NET application logic
• Experience with structured root cause analysis techniques
• Strong ability to mentor peers and contribute to team-level standards