Senior Technical Support Engineer

Job Summary

Serving as the final escalation point for complex technical issues, the full-time Senior Technical Support Engineer will analyze and resolve escalated client concerns remotely, utilizing advanced SQL queries and code inspection to ensure effective communication and resolution with both clients and internal teams.

Key responsibilities:

• Own and resolve technically complex escalations, communicating with internal and client stakeholders throughout the process
• Investigate and triage inbound Jira tickets, performing root cause analysis to identify bugs, configuration errors, or integration failures
• Analyze application logs and source code to diagnose issues and produce technical summaries for escalation to Engineering and Product teams

Required qualifications:

• Bachelor's degree in Computer Science, Information Systems, or a related technical field, or equivalent hands-on experience
• 5+ years of experience in technical support, with at least 2 years in a Tier 2 or Tier 3 capacity within a SaaS or fintech environment
• Proficient in SQL with experience in writing and executing complex queries; SQL Server experience preferred
• Ability to read and navigate application code (C#, Java, Python, or similar) to understand business logic and identify defects
• Experience analyzing application logs and event streams to determine root causes of issues