Senior Technical Support Engineer

Job Summary

Working remotely within the USA, the full-time Senior Technical Support Engineer will solve complex technical issues for customers, mentor team members, and drive cross-team initiatives while ensuring timely resolutions and documenting solutions.

Key responsibilities

• Taking ownership of reported issues and ensuring their resolution from start to finish
• Conducting research, diagnosis, troubleshooting, and identifying solutions to address system and service problems
• Driving cross-team initiatives that have area-wide impact beyond the immediate team

Required qualifications

• 3+ years of experience in Technical Support, Site Reliability Engineering (SRE), or a similar technical role
• Strong understanding of software programming and system architecture
• Solid knowledge of APIs (REST, webhooks) and ability to troubleshoot web applications
• Deep knowledge and experience with observability tools (e.g., Grafana) and proficiency in writing complex SQL queries
• Experience with incident management processes and demonstrated ability to mentor team members