Senior Technical Support Engineer

Job Summary

Seeking a full-time Senior Technical Support Engineer based on the East Coast, who will manage complex customer inquiries, troubleshoot API-related issues, and collaborate with engineering teams to enhance customer experiences in a remote environment.

Key responsibilities

• Serve as the primary contact for complex customer inquiries and escalations, troubleshooting integration and platform performance issues
• Diagnose and resolve technical issues end-to-end, documenting actions and providing structured updates to customers during incident responses
• Collaborate with Engineering and Product teams to investigate customer-impacting incidents and ensure alignment on priorities

Required qualifications

• 2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting enterprise or SaaS platforms
• Proficiency in Jinja2 for automation and customization tasks, and solid understanding of SQL for database querying
• Experience troubleshooting API functionality and bi-directional integration issues between systems
• Familiarity with AWS environments and cloud-based SaaS architectures
• Experience using Jira and Zendesk for issue tracking and customer support