Senior Technical Support Engineer
Job Summary
Owning complex customer issues from initial assignment through final resolution, the full-time Senior Technical Support Engineer will serve as the primary contact for high-priority cases, troubleshoot intricate technical issues, and collaborate with cross-functional teams, all while working remotely from the West Coast.
Key responsibilities
- Manage and resolve escalated customer issues, including executive-level communications and meetings
- Troubleshoot complex technical problems across various systems and platforms, performing root cause analysis and validating corrective actions
- Mentor junior team members and lead process improvement initiatives to enhance support efficiency and customer experience
Required qualifications
- 5+ years of enterprise software support experience in customer-facing roles with a focus on complex escalations
- Expertise in SQL Server, Oracle, REST APIs, SOAP services, and cloud technologies
- Experience troubleshooting ERP and eCommerce integrations, including systems like SAP and Microsoft Dynamics
- Proven ability to lead cross-functional resolution efforts and develop mitigation strategies for high-visibility situations
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
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