Senior Technical Support Engineer
Job Summary
Owning complex escalations for strategic accounts, the full-time remote Senior Technical Success Engineer will manage critical customer issues from intake to resolution, utilizing internal tools and data analysis to provide effective solutions.
Key responsibilities
- Own complex escalations for strategic accounts end-to-end, without oversight
- Triage cases at intake to determine defect, configuration, expectation, or data availability
- Investigate live issues by querying underlying data stores and present findings to customers and internal teams
Required qualifications
- Enterprise technical support experience with at least 18 months in a support role
- Experience with escalation ownership at a SaaS company managing data between customer-controlled systems
- Proficiency in diagnosing production issues using SQL, SOQL, or equivalent query languages
- Demonstrated ability to maintain written standards under pressure while addressing technical and relational challenges
- Experience in creating or contributing to published documentation based on recurring technical questions
Complete Job Description
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